IT Support Specialist

Dark Horse Technologies LLC is seeking a versatile, customer-focused TAP Program & IT Support Specialist to support the U.S. Air Force Military & Family Readiness Center (M&FRC) at MacDill Air Force Base. This is a hybrid position combining Transition Assistance Program (TAP) administrative and customer support with hands-on end-user technology support. The Government anticipates that approximately 60% of the workload will involve TAP, administrative, data-entry, records-management, and customer-support functions, with approximately 40% involving IT support. The successful candidate will be comfortable moving between customer-facing program support, data and records processing, classroom preparation, laptop and peripheral support, commercial Wi-Fi troubleshooting, audiovisual support, and coordination with Air Force technical support organizations., The selected professional will support day-to-day M&FRC operations, including:

• Process and maintain TAP-related data, registrations, rosters, attendance records, no-show information, correspondence, and program documentation.
• Support data entry and updates using Government systems including AFFIRST, vMPF, DODTAP, Microsoft Teams, SharePoint, and other authorized applications.
• Assist transitioning Service members and other authorized customers with class scheduling, registration, routine status inquiries, and general program-process questions.
• Prepare classrooms for scheduled TAP events, including laptop setup and breakdown, Wi-Fi connectivity, projectors/displays, audio/video equipment, Microsoft Teams, and facilitator equipment.
• Provide first-line troubleshooting for Windows laptops, Microsoft 365 applications, printers, scanners, peripheral devices, and other end-user technology.
• Support commercial Wi-Fi connectivity, access points, hotspots, and related M&FRC technology.
• Troubleshoot audiovisual and virtual-conferencing equipment used for classes and meetings.
• Document and track IT support issues and escalate Air Force-controlled systems or issues requiring elevated privileges through the EITaaS Enterprise Service Desk or appropriate DAF support organization.
• Maintain equipment inventory, warranty, lifecycle, and readiness information.
• Maintain electronic records and documentation in accordance with applicable Air Force records-management, Privacy Act, and PII-protection requirements.
• Coordinate effectively with M&FRC staff, facilitators, customers, and Air Force technical-support personnel.
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Clearance: No security clearance required; must be eligible to obtain a DoD Common Access Card (CAC), * Minimum three years of combined relevant experience involving administrative support, data entry, information technology/end-user support, or similar responsibilities.

• Proficiency with Microsoft Office/Microsoft 365, including Outlook, Word, Excel, PowerPoint, and Teams.
• Working knowledge of Windows desktop environments and basic end-user troubleshooting.
• Experience troubleshooting laptops, printers, scanners, peripherals, connectivity, software, drivers, file access, or similar user-support issues.
• Ability to support Microsoft Teams meetings and basic audiovisual/virtual-conferencing technology.
• Strong data-entry and documentation skills with attention to accuracy and deadlines.
• Strong customer-service and interpersonal communication skills.
• Ability to independently organize competing priorities and shift between administrative, customer-facing, and technical tasks throughout the workday.
• Ability to operate professionally within a military or structured Government environment.
• U.S. citizenship and ability to satisfy Government suitability/background requirements necessary to obtain a DoD CAC.

Preferred Qualifications Experience in one or more of the following areas is desirable but not required:

• Military & Family Readiness Center or military personnel/program support
• Transition Assistance Program or similar workforce-transition programs
• AFFIRST, DODTAP, or vMPF
• SharePoint
• Microsoft Access
• ServiceNow, enterprise helpdesk, or other ticket-management systems
• Commercial Wi-Fi administration
• Laptop deployment and asset/inventory management
• A/V, VTC, or virtual-classroom support
• Prior military service or previous support to a DoD/Federal customer

Direct experience with TAP, AFFIRST, DODTAP, or vMPF is not required if the candidate demonstrates strong transferable administrative, customer-support, data-management, and technical skills.