IT Support Specialist

We are seeking a detail-oriented and customer-focused IT Support Specialist to join our Enhanced User Support team at Johnson Space Center. The ideal candidate will provide Enhanced User Support Services to a “high profile” user base community of ~150-200 which includes Astronauts, Flight Directors, and FOD Directorate Management support., * Provide Enhanced User support services Monday through Friday, between 7:00am and 5:00pm, Central Time, and a 24/7 hotline support capability with a maximum reaction time of 30 minutes

• Support remote operation issue-resolution including, but not limited to, travelers both domestic and international.
• Support on-orbit astronaut crew e-mail account provisioning and control.
• Provide Tier I/Tier II user support for hardware, software, network access, and enterprise applications.
• Respond to user inquiries via phone, email, ticketing systems, or in person, ensuring quick turnaround and resolution.
• Document issues, solutions, and user interactions with accuracy and clarity.
• Follow internal procedures and quality standards for customer support and escalation.
• Assist with onboarding tasks, basic workstation setup, account provisioning, and troubleshooting login or authentication issues.
• Create user guides or quick-start documentation when recurring issues are identified.
• Maintain professionalism, respect, and clear communication with all users.
• Support continuous improvement by identifying trends or inefficiencies in support workflows.

• Experience providing customer or user support in an Enterprise IT environment.
• Excellent communication skills, both written and verbal.
• Proven ability to handle customer interactions professionally and respectfully.
• Experience in OS imaging and deployment.
• Basic troubleshooting skills for Windows, macOS, browsers, VPN, and authentication issues.
• Ability to manage time well, respond promptly, and follow through on assigned tasks.
• Excellent customer service mindset - patient, calm, and supportive under pressure., * CompTIA A+, Network+, or comparable certifications.
• Understanding of IT requirements for federal systems.
• Knowledge of Group Policy.
• Experience supporting enterprise environments or government/contractor organizations.
• Understanding of Active Directory, MFA tools, and collaboration applications (Teams, Outlook, SharePoint).
• Experience with creating documentation or training materials.

Rothe offers competitive compensation and a benefit package. Full-time employees may participate in:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• HRA/HSA/FSA Accounts
• Life and AD&D Insurance
• Short- and Long-Term Disability
• Critical Illness & Accident Insurance
• Hospital Indemnity
• 401(k) Plan with company matching
• Paid Time Off & Holidays
• Executive Order 15056 Sick Leave
• Additional Administrative leave options (Bereavement, Jury Duty, Military)