Help Desk/Customer Support Analyst

Mission-critical IT support with a customer-first culture. At Itility LLC, you will deliver frontline help desk and customer support for USSOCOM under the Enterprise Knowledge Management (EKM) program. This is an onsite role in Tampa, FL supporting end users across USSOCOM, its Components, and Theater Special Operations Commands (TSOCs), with a focus on resolving Microsoft 365 and knowledge management tool issues in a high-tempo environment.

What you’ll do

• Act as the first point of contact for end-user assistance involving Microsoft 365 (M365) and related knowledge management tools, including SharePoint Online, Power Platform, and Microsoft Teams.
• Triage, troubleshoot, document, resolve, or escalate user issues to the appropriate engineering or administration teams while maintaining a high standard of customer service in a mission-critical SOF environment.
• Provide frontline technical support for the USSOCOM Enterprise Knowledge Management (EKM) program.

What you bring

• Active Top Secret SCI clearance.
• Bachelor’s degree in computer science, Information Technology, Information Systems, or related discipline OR an equivalent combination of technical certifications and 5+ years of hands-on database administration experience in a DoD or federal enterprise environment.
• 3+ years of help desk, service desk, or customer support experience in a DoD or federal government IT environment.
• 3+ years of ticketing system configuration, implementation, and user experience with ServiceNow, Remedy, Jira SM, or Dynamics 365.
• 3+ years translating business problems into practical, scalable technical solutions.
• 3+ years troubleshooting the M365 suite at a user-support level, including SharePoint Online, Teams, OneDrive, Outlook, and Power Platform (Power Apps, Power Automate, Power BI).
• 3+ years diagnosing and resolving Tier 3 and below technical issues across desktop, browser-based, and cloud-hosted applications.
• 5+ years of excellent written and verbal communication skills, including the ability to explain technical concepts clearly and patiently to non-technical users.
• 5+ years of proven delivery of high-quality, professional customer service in a high-tempo, mission-critical environment.
• Strong attention to detail, with the ability to monitor adherence to schedule and deadlines.
• Ability to perform and/or ensure proposal color team recovery is conducted.
• Self-motivated, proactive, and energetic, with a strong sense of ownership and responsibility.
• Ability to multi-task in a deadline-driven environment.
• CompTIA Security+ certification.
• ITIL 4 Fundamentals certification.
• Experience operating in GCC High, IL-4/IL-5/IL-6, or SIPRNet environments is preferred.

Tools and technologies

• Microsoft 365 (M365), SharePoint Online, Power Platform, Microsoft Teams, OneDrive, Outlook
• Power Apps, Power Automate, Power BI
• ServiceNow, Remedy, Jira SM, Dynamics 365
• CompTIA Security+, ITIL 4 Fundamentals
• GCC High, IL-4, IL-5, IL-6, SIPRNet

Work environment

• Ability to sit or stand for extended periods and perform computer-based work using standard office equipment.
• Frequent verbal communication, active listening, and visual acuity to perform job responsibilities effectively.
• Must follow site-specific safety, security, and dress standards.