Knowledge Management IT Support Specialist

• Provide Tier 1 and Tier 2 technical support for hardware, software, network connectivity, mobile devices, and peripherals across NIPRNet, SIPRNet, and specialized networks.
• Respond to, log, track, and resolve IT service requests using enterprise ticketing systems (e.g., ServiceNow, Remedy).
• Perform workstation imaging, deployment, software installations, account provisioning (Active Directory, Secret/NIPR CAC configuration), and routine patch management.
• Troubleshoot system anomalies, peripheral failures, basic network connectivity (LAN/WAN, VPN), and desktop applications (MS Office 365, Teams, Outlook). Escalate complex technical issues to Tier 3 engineering teams with detailed diagnostic notes and clear reproduction steps.
• Build, maintain, and optimize the enterprise IT Knowledge Base, internal wikis, and SharePoint portal repositories. Collaborate directly with Systems Engineers, Cyber Security Teams, and Network Specialists to capture tribal knowledge and document operational procedures.
• Translate complex technical workflows, system fixes, and escalation paths into standardized, easy-to-read KB articles, SOPs, user guides, and FAQs.
• Review, audit, and retire outdated documentation to ensure the service desk repository remains accurate, searchable, and compliant with operational standards. Analyze ticket trends and knowledge base usage metrics to identify documentation gaps, self-service opportunities, and training needs for end users.

• Bachelor’s degree in computer science, information technology, communications, or related field AND three (3) or more years of relevant experience in a position providing IT Support or knowledge management support for IT Infrastructure.
• OR an associate’s degree and at least five (5) years of relevant experience
• OR a High School Diploma and at least seven (7) years of relevant experience)
• Certifications:
• Current DoD 8570/8140 IAT Level II certification (e.g., CompTIA Security+ CE, CCNA Security, or CySA+)
• MD 102 or AZ 104 (certification must be obtained within 3 months of starting.)
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Management).

Preferred Qualifications

• Prior experience supporting a DoD Combatant Command or joint military environment.
• HDI (Help Desk Institute) certification or KCS (Knowledge-Centered Service) Fundamentals / Principles certification.
• ITIL v3 or v4 Foundation certification.
• Experience with Section 508 accessibility compliance and operational security (OPSEC) content filtering.

Clearance Requirements:

• Must possess a current/active Top Secret security clearance
• Must be eligible to obtain and maintain a TS/SCI clearance.
• undefined

Physical Requirements

• Must be able to remain in a stationary position 50% of the time. Constantly operates a computer and other office productivity machinery (e.g., printers, cable testers, workstations). Frequently communicates with co-workers, management, and military customers to exchange accurate technical information. Ability to lift/move IT equipment weighing up to 35 lbs (monitors, desktop towers, UPS units).