IT Support Admin

Teksouth is seeking a skilled IT Support Admin to provide technical support to military and civilian personnel. You will respond to, evaluate, prioritize, document, and resolve user requests involving supported Financial Management (FM) applications, networking, software, hardware, and other application-related technologies.

The IT Support Admin provides multi-tiered customer service, including Tier 0 self-service support, Tier 1 basic knowledge-based troubleshooting, and Tier 2 intermediate troubleshooting. You will work directly with customers to resolve issues efficiently, document service requests, and escalate issues beyond Tier 2 to system, database, or application administration personnel as needed.

Note: Some weekend work, approximately once per month, will be required to support military reservists during Unit Training Assembly (UTA) weekends and other AFRC-related activities.

Responsibilities

• Provide technical support to military and civilian personnel for the FM applications portfolio.
• Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in-person requests for technical assistance.
• Troubleshoot and resolve user issues involving supported FM applications, networking, hardware, software, and related technologies.
• Work directly with customers to identify and resolve problems using knowledge of system functionality.
• Document, track, and monitor service requests to ensure timely resolution.
• Open, update, and close trouble tickets in accordance with established procedures.
• Serve as a point of contact for troubleshooting supported FM applications and related technical issues.
• Perform problem recognition, research, isolation, resolution, and follow-up for routine user issues.
• Escalate issues beyond the scope of Tier 2 troubleshooting to appropriate higher-level technical staff, system/database/application administrators, vendors, or infrastructure providers.
• Log and track calls and issues using a problem management database, including JIRA.
• Follow established instructions, procedures, and guidelines when performing job functions.
• May assist with software testing and user training.
• Meet established deadlines and adapt to changing task requirements.
• Perform other duties as assigned by management. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must possess and maintain an active Secret security clearance.
• Bachelor’s degree and a minimum of seven (7) years of experience in an IT-related help desk/support role or demonstrated experience providing technical support and problem resolution to users, ranging from basic system training and password/username issues to more complex communications and system problems. Relevant experience may be considered in lieu of education.
• Advanced knowledge of Microsoft Office Suite.
• Working knowledge of defect/trouble-ticket tracking tools, including JIRA.
• Strong customer service and relationship-building skills.
• Effective verbal and written communication skills.
• Ability to work effectively in a customer-focused, multi-tiered technical support environment.
• Ability to meet deadlines and adapt to changing requirements, including occasional weekend support.

Teksouth is an employee-owned company. We offer a competitive salary and benefits package, including medical, dental, and vision insurance, a 401(k) match, and paid time off.

Teksouth is committed to empowering organizations through data and technology, delivering innovative solutions to support complex government missions. We invest in our people by providing opportunities for professional growth, training, and collaboration on impactful projects across the Department of War., Teksouth values and engages in the diversity of its teammates, customers, and business partners.