IT Support Specialist

The IT Support Specialist (On-Site) provides technical support for Anovaeon personnel supporting case processing operations within an ICE processing facility. This role is responsible for troubleshooting hardware and software issues, supporting user access and workstation functionality, and ensuring that operational staff have reliable access to required technology systems.

The IT Support Specialist assists personnel with common technical issues involving computers, printers, scanners, network connectivity, and system access. This role works closely with facility IT personnel and other technical teams to resolve issues that impact operational workflows.

The position plays an important role in maintaining continuity of operations by ensuring that technical problems are addressed quickly and efficiently.

Essential Functions:

Technical Support & Troubleshooting

• Provide first-line technical support for Anovaeon personnel working within the facility
• Troubleshoot common hardware and software issues affecting operational staff
• Diagnose and resolve workstation, printer, scanner, and peripheral device problems
• Assist users with login issues, system access problems, and application errors
• Respond to user support requests and resolve issues in a timely manner

Hardware & Equipment Support

• Assist with setup, configuration, and maintenance of workstations and operational equipment
• Install and configure peripheral devices such as printers, scanners, and document processing equipment
• Replace or repair hardware components when necessary
• Ensure operational equipment is functioning properly to support processing activities

System Access & User Support

• Assist personnel with system access requests and account setup procedures
• Support password resets and user credential troubleshooting when authorized
• Help staff navigate operational systems and resolve technical usability issues
• Provide guidance to users on proper use of equipment and systems

Coordination with Facility IT

• Coordinate with facility IT personnel to resolve technical issues that require higher-level support
• Escalate technical problems affecting operational systems or network connectivity
• Support coordination of system updates, equipment changes, or IT maintenance activities
• Assist in implementing technical guidance provided by facility or government IT teams

Operational Continuity Support

• Monitor technical issues that may impact processing operations and escalate concerns as needed
• Help ensure workstations and equipment remain operational during shifts
• Assist supervisors and operational leadership in resolving technical disruptions affecting workflow

Documentation & Issue Tracking

• Document technical issues and resolutions to support troubleshooting and operational awareness
• Track recurring technical issues and provide feedback to leadership regarding potential improvements
• Maintain organized records of support requests and equipment updates, + Federal background investigation (up to and including a Tier 4 DHS clearance)
• Criminal history check
• Verification of employment and education history
• Compliance with all government credentialing requirements
• Drug screening
• Employees must adhere to all federal security, confidentiality, and operational protocols while working within government facilities.

Work Environment

• Primarily on-site in Hagerstown, MD
• Initial support may include on-site presence during program start up
• Standard administrative office and processing facility environment
• May involve extended periods of computer work and documentation processing
• Fast-paced operational environment requiring attention to detail and professionalism

Do you have experience in Windows?, Do you have a Associate’s degree?, * Strong troubleshooting skills for common IT hardware and software issues

• Familiarity with Windows operating systems and standard office applications
• Ability to diagnose workstation and peripheral device problems
• Strong customer service and user support skills
• Ability to explain technical concepts clearly to non-technical users
• Strong organizational and problem-solving skills
• Ability to prioritize multiple technical support requests in operational environments, * Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred
• Minimum 1-2 years of experience in IT support or help desk roles
• Experience providing on-site technical support in operational or enterprise environments preferred
• Experience troubleshooting hardware, network connectivity, and workstation issues preferred, * Ability to sit at a computer workstation for extended periods while conducting data entry and interviews
• Ability to stand and walk for extended periods during facility operations (up to 8-12 hours per shift)
• Ability to lift, carry, and move supplies and equipment up to 50 pounds
• Ability to bend, stoop, reach, and perform repetitive motions
• Capability to work in varied environmental conditions (indoor/outdoor, temperature variations)
• Ability to respond quickly to emergency situations throughout the facility
• Visual acuity for detailed computer work and document review
• Auditory ability to conduct interviews and monitor facility for safety concerns

We hire individuals who share our commitment to excellence and exceeding customer expectations. Anovaeon offers competitive salaries, comprehensive benefits, and training and development opportunities.

Anovaeon, LLC serves as a dedicated strategic partner to government and other customers. We provide a range of professional services, including specialized facilities, customized logistics support, and direct care services., Anovaeon, LLC is a solutions-driven company providing end-to-end expertise in humanitarian response. We don’t staff projects-we bring the right teams with the right tools, guided by innovative leadership, that together deliver operational success. From disaster response and recovery to migration and emergency preparedness, we integrate strategic leadership with hands-on execution. Our team combines deep industry experience with data-driven solutions, ensuring our partners are well equipped to mitigate crises effectively and deliver real impact and mission success.