Technical Support Specialist

Support users and keep mission-critical systems running by installing, configuring, troubleshooting, and maintaining the hardware and software that teams rely on every day. This contract Intermediate role brings hands-on system operations and direct user support, with responsibilities spanning Active Directory, MS 365 productivity tools, device imaging, ticketing, and security incident reporting. Multiple openings are available across Quantico (VA), Camp Lejeune/Camp Johnson (NC), Camp Pendleton/Twentynine Palms (CA), Hawaii, and Okinawa (Japan) (onsite).

What you’ll do

• Install, update, configure, and troubleshoot systems and servers, including functional and connectivity testing to ensure continued operability.
• Develop, document, and follow systems administration SOPs while implementing and enforcing local network usage policies and procedures.
• Maintain baseline system security in line with organizational policies, including resource and configuration monitoring.
• Manage accounts, network rights, and access to systems and equipment.
• Support system/server performance, capacity, availability, serviceability, and recoverability, including planning, executing, and verifying data redundancy and recovery procedures.
• Perform periodic system maintenance such as physical and electronic cleaning, disk checks, routine reboots, data dumps, and system testing.
• Troubleshoot hardware and software interface issues, interoperability problems, and device/application failures.
• Create, manage, and resolve trouble tickets for user issues and service requests, including reporting response time metrics and trends at quarterly program review meetings.
• Provide support during core hours via in-person requests, telephone, email, and MS Teams, with occasional weekend and after-hours support as mission requirements dictate.
• Triage standard trouble tickets within 24 hours from issuance, targeting resolution within 48 to 72 hours; handle URGENT/VIP tickets within 1 hour with resolution within 24 to 36 hours.
• Administer and troubleshoot MS Active Directory user accounts and objects.
• Support deployment, testing, configuration, and patching of government end-user devices, including imaging and applying security updates and virus definitions.
• Maintain and troubleshoot printers and print services, cell phones and wireless hotspots (including MS Intune and MS 365 profiles), and supported client applications.
• Report confirmed or suspected cybersecurity incidents in accordance with established DOW, DISA, NAVI, and USMC cybersecurity procedures.
• Create and maintain work instructions, guides, job aids, and process documentation, and support cybersecurity reporting and corrective actions.

Qualifications

• BS Degree in IT, Cybersecurity, Computer Science, Info. Sys., Data Science, or SW Engineering
• OR approved DoD training courses, including DCWF 451 and related approved options
• Secret clearance
• 3+ years of experience; experience may be considered as an alternative to foundational qualifications

Tools and technologies

• MS Teams, Microsoft Active Directory, AutoSAAR, MCM, MS 365, MS Intune
• Outlook, Teams, Word, Excel, PowerPoint, SharePoint, OneDrive
• MCE Service Desk, MCEN NIPR, MCEN SIPR
• HDMI, DisplayPort, Cat6 audio/video baluns

Role: Technical Support Specialist – Intermediate

Location: Onsite, multiple openings in Quantico (VA), Camp Lejeune/Camp Johnson (NC), Camp Pendleton/Twentynine Palms (CA), Hawaii, or Okinawa (Japan)

Job Type: Contract