Maryland

Support Jobs in Maryland

111 jobs found

Include remote jobs

1mo ago

Help Desk Specialist

Finality LLC Annapolis Junction, MD

Annapolis Junction, MD

1mo ago Closed

$40k - $48k/yr Full time Customer Support Help Desk Support Incident Management

This position is no longer accepting applications (closed Oct 31, 2026).

Job Description

Finality LLC is seeking an entry-level Help Desk Specialist to support a federal client’s mission-critical systems in defense of the Homeland. In this role, you serve as the first point of contact for technical assistance and help keep day-to-day service moving through incident and service request management on a 24x7x365 schedule.

This position is based onsite in Annapolis Junction, MD and involves shift work to support desk side service and incident SLAs. You will coordinate with customers, troubleshoot issues, document outcomes, and escalate when services are interrupted.

What you will do

Act as the first point of contact for technical assistance via ticket, phone, email, or in person
Assist users with troubleshooting and coordinate technical support as issues arise
Handle account tasks including account creation, account lockouts, and password changes
Record events and problems, including resolution details, in logs
Follow up with customers by updating status and relevant information
Log and route service requests and incidents in an incident management system
Maintain desk side service/incident SLAs related to support requests
Create bridge calls for interrupted services and escalate as needed

Requirements

Due to federal requirements, only US Citizens can be considered (candidates with dual citizenship cannot be considered)
Must be able to obtain and maintain a Secret Clearance
Must be based in the Annapolis Junction, MD area
Responsible for daily operation of mission critical systems on a 24x7x365 workday basis, with shift work required
0-3+ years of experience using an Incident Management System
0-3+ years of customer service or related experience
Associate education is preferred
Help desk experience: 3 years (preferred)

Tools and technologies

Remedy v20.20
ServiceNow

Schedule and employment

Job type: Full-time
Work location: In person
Shift availability: Day Shift (Required), Night Shift (Preferred), Overnight Shift (Preferred)

Compensation and benefits

$40,000 - $48,000 per year.

401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Vision insurance

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1mo ago

Helpdesk Technician

Digital Consultants, LLC Bethesda, MD

Bethesda, MD

1mo ago Closed

$48k - $55k/yr Full time Active Directory Apple Application Support

This position is no longer accepting applications (closed Oct 30, 2026).

Job Description

Digital Consultants, LLC is seeking a Helpdesk Technician to deliver on-site Tier I and Tier II help desk and desktop support in a secure Department of Defense environment for NMLPDC and Naval Medical Leader. The role includes restoring Apple devices to full operational status while providing responsive technical assistance.

Key Responsibilities

Receive technical support requests via email, telephone, or the service desk system; assess customer needs, document reported issues, and manage trouble tickets from assignment through resolution and closure.
Provide Tier 1–2 support for Apple Mac desktops and laptops, macOS, iPads, iPhones, printers, scanners, docking stations, displays, and other Apple or peripheral devices.
Troubleshoot and diagnose hardware, macOS, application, account, connectivity, and peripheral issues that affect user productivity and access to organizational resources.
Perform hands-on device setup and configuration, software installation, macOS updates and upgrades, peripheral configuration, user-profile support, and other actions needed to restore full functionality.
Deploy, configure, maintain, and support Mac workstations in line with organizational standards, including device enrollment, security configuration, software installation, and endpoint management requirements.
Support users with the standard Mac software environment and common commercial off-the-shelf applications, including Microsoft 365/Office, Adobe Creative Cloud, Citrix, Oracle, SharePoint, educational applications, and Joint Medical educational systems and programs.
Assist with Apple-specific functionality such as macOS settings, Apple ID and account-related issues, printing, file access, application permissions, display and peripheral configuration, and connectivity to enterprise resources.
Troubleshoot wired and wireless network connectivity issues involving VPN access, network shares, authentication, printers, and other enterprise services from the Mac endpoint.
Coordinate with network services, systems administrators, application development, cybersecurity, and Mac engineering resources when escalation or cross-functional support is required.
Escalate unresolved, recurring, or complex incidents to the Senior Mac Engineer or other designated technical personnel, including complete troubleshooting history and relevant diagnostics.
Monitor assigned incidents and work toward resolution within established service-level expectations; close trouble tickets within three business days unless parts, repairs, software, or equipment are backlogged, and close backlogged tickets by the next business day after required items are received.
Provide timely status updates to users and maintain accurate technical documentation covering troubleshooting actions, system configurations, asset information, resolutions, and ticket history.
Maintain accurate inventory and configuration information for supported Mac computers, iPads, iPhones, peripherals, and related equipment.
Follow approved cybersecurity, configuration-management, change-control, endpoint-management, and customer-service procedures when installing, configuring, troubleshooting, or supporting Mac and Apple devices.
Assist with Mac device deployment, replacement, refresh, and lifecycle activities, including preparing equipment for new users, transferring or restoring user data as authorized, configuring required applications, and preparing retired equipment for appropriate disposition.
Identify recurring Mac-related issues and contribute troubleshooting information, knowledge-base documentation, and recommendations to improve Tier 1–2 support efficiency and consistency.

Required Qualifications

SECRET clearance.
CompTIA Security+ or an equivalent certification required before accessing the network.
High School Diploma.
1 to 2 years Tier I/II Help Desk or Desktop Support experience, including Windows 10/11, macOS, Microsoft 365, Outlook, Adobe Acrobat, Active Directory, CAC/PIV support, printers, scanners, peripherals, laptops, desktops, iPhone/iPad support, basic networking, remote support tools, and ITSM/Ticketing systems.
Demonstrated Tier I and Tier II troubleshooting skills for desktop, laptop, peripheral, software, operating system, and connectivity issues.
Working knowledge of macOS and Windows desktop environments and common enterprise productivity applications.
Ability to install, configure, test, update, and support end-user hardware, software, and peripheral equipment.
Strong customer service, oral communication, written communication, and ticket-documentation skills.
Ability to prioritize multiple service requests, work independently, and coordinate effectively with network administrators, Mac engineers, and Government personnel.
Ability to work on site during the Government service period and support situational telework only when authorized by the Government.
Ability to travel to other worksites as required, and ability to sit, stand, use computers and monitors, and perform office-environment duties for extended periods, with or without reasonable accommodation.
Ability to lift up to 40 lbs. on occasion, including moving computers, monitors, printers, peripheral equipment, or a case of paper.

Technologies

Apple Mac desktops, Apple Mac laptops, macOS, iPads, iPhones, printers, scanners, docking stations, displays
Microsoft 365/Office, Adobe Creative Cloud, Citrix, Oracle, SharePoint
Apple ID, VPN, network shares, authentication, Microsoft Outlook, Adobe Acrobat
Active Directory, CAC/PIV, Windows 10/11, remote support tools, ITSM/Ticketing systems
Service desk system

Compensation and Benefits

Salary: $48,000 - $55,000 per year, depending on experience.

Paid Time Off (PTO)
Group health plans
Income protection and supplemental benefits
401(k) plan with company matching
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Pet insurance options
Employee Assistance Program (EAP)

Accommodation Notice

Digital Consultants provides reasonable accommodation to individuals who require assistance at any stage of the employment process. If you need help navigating job openings or applying, email recruiting@digiconintl.com or call 571-306-3444. Please provide your contact information so assistance can be provided.

Location

Bethesda, MD (onsite)

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1mo ago

Senior IT Support Analyst I

Rocket Lab Corporation Middle River, MD

Middle River, MD

1mo ago Closed

$82k - $103k/yr Full time Senior Active Directory Desktop Support

This position is no longer accepting applications (closed Oct 30, 2026).

Job Description

Rocket Lab is hiring an on-site Senior IT Support Analyst I to serve as the senior IT support presence for the Middle River, MD office and to own medium to complex IT projects end-to-end.

Responsibilities

Provide day-to-day IT service delivery to ensure efficient IT operations across Rocket Lab
Manage and maintain support desk documentation and tracking for Incident, Request, Problem, Change, and Project tickets
Independently diagnose and resolve complex IT issues when no runbook exists, then create or update runbooks
Deliver instruction, guidance, technical support, and documentation to teams across the site
Support Launch and Mission Operations during launch periods
Own on-site IT infrastructure, including clients, servers, and network
Build and maintain strong relationships across site leadership, engineering, and technician teams
Act as the recognized IT subject matter expert
Own medium to complex IT projects end-to-end and coordinate with the broader IT team on technical solutions

Requirements

5+ years of experience in IT support, systems, or infrastructure roles
STEM degree or equivalent technical background, including demonstrable time operating with limited onsite supervision
Working knowledge of a service delivery framework such as ITIL
Practical experience with formal Change, Incident, Problem, and Configuration management
Experience across most, with deep capability in at least three of the following:
- Windows and Linux desktop and server operating systems, including imaging, ongoing maintenance, patching, and troubleshooting
- PC and server hardware, including build, repair, upgrade, and component-level diagnosis
- Networking including switching, VLANs, routing basics, TCP/IP, DNS, DHCP, wireless, PoE, structured cabling, and fibre, plus troubleshooting
- Scripting and automation such as PowerShell, Python, and Bash
- Active Directory and Group Policy
- Monitoring, alerting, and observability platforms
Ability to own a medium to complex end-to-end IT project across all phases (requirements gathering and planning, implementation, testing, stakeholder coordination, and ongoing operational support)
Familiarity with common AI platforms, including writing effective prompts, evaluating AI-generated outputs, and identifying opportunities to leverage AI to improve service delivery and operational efficiency
Excellent problem-solving and analytical skills with the ability to connect details to the bigger picture
Ability to communicate and present complex technical concepts to a general audience

Technologies

ITIL
Windows
Linux
PowerShell
Python
Bash
Active Directory
Group Policy
TCP/IP
DNS
DHCP
VLANs
PoE
Structured cabling
Fibre
Monitoring, alerting and observability platforms
AI platforms

Nice to Have

Certifications in ITIL, CompTIA (A+/Network+/Security+), Microsoft, or a network vendor certification
Cloud-based technologies such as Azure, AWS, or O365
Virtualization technologies and public/private cloud environments; Infrastructure as a Service (IaaS) and Infrastructure as Code (IaC) tools such as Ansible and Terraform
Experience in industrial/OT environments
Video surveillance and NVR platforms; media streaming; radio/voice comms systems
Telemetry, time-series or test data pipelines and storage
Security and compliance frameworks such as NIST 800-171, CMMC, or ISO 27001
Experience in fast-paced, high-tech industries (e.g., semiconductors or aerospace), supporting engineers, labs, manufacturing, and critical operations such as mission control, launch, and test ops

Location and Type

On-site role in Middle River, MD

Compensation

USD 82,400 - 103,000 per year

US Office Export Regulations (ITAR)

For U.S. office roles, to conform to U.S. Government space technology export regulations, Rocket Lab employees must be a U.S. citizen, lawful U.S. permanent resident, or lawfully admitted as a refugee/asylum, or be eligible to obtain required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce (as applicable)

New Zealand Office Security Checks

For New Zealand office roles, background checks will be completed prior to employment offers
Checks include nationality verification because the role requires eligibility to access equipment and data regulated by ITAR
Under these regulations, eligibility may be limited if you do not hold citizenship of Australia, Japan, New Zealand, Switzerland, the European Union, or a NATO country, or if you have ineligible dual citizenship or nationality

Reasonable Accommodation (US Application/Interview Process)

Only messages submitted for reasonable accommodation will be considered
A response may take up to two business days

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1mo ago

Associate Help Desk Support Specialist

Financial Industry Regulatory Authority, Inc. Rockville, MD

Rockville, MD

1mo ago Closed

$26 - $55/hr Full time Application Support Computer Skills Customer Support

This position is no longer accepting applications (closed Oct 28, 2026).

Job Description

FINRA plays a critical role in protecting investors and strengthening market integrity, and this hybrid associate role supports that mission through hands-on technology help desk support. In this position, you will provide dependable desktop assistance to end users while following established procedures, escalating more complex issues when appropriate, and documenting work through a case management system.

Role Overview

The Associate Help Desk Support Specialist delivers quality desktop support for hardware, software, printing, and applications under direct supervision. Solutions will often be delivered by guiding users through step-by-step procedures and, when needed, connecting remotely to resolve cases efficiently. Work is completed to meet or exceed FINRA standards while complying with security controls and technology policies.

Responsibilities

Provide desktop support to end users across hardware, software, printing, and applications by following written procedures, either walking users through solutions or using remote support to resolve cases.
Close most cases on initial contact.
Escalate more complex cases to the appropriate Tier II internal and/or external support teams as needed.
Log all calls in the case management tracking system in a timely manner.
Take ownership of user problems and proactively address user issues.
Provide end user training and advice as necessary.
Document and communicate case status in a timely manner.
Ensure all work products meet or exceed FINRA standards.
Assist with adherence to technology policies and comply with all security controls.
Develop basic knowledge of the environment, applications, and technology used throughout FINRA.
Demonstrate FINRA’s values.
Collaborate in-person and virtually in furtherance of FINRA’s mission.
Perform other duties as assigned.

Requirements

High School Diploma or GED with a minimum of 2 years of related experience or a related discipline, or equivalent training and/or work experience.
Proficiency using a desktop computer and the full suite of electronic office productivity applications.
Strong organization and thoroughness, with the ability to handle competing priorities.
Ability to maintain focus and rapidly develop proficiency in new skills.
Ability to work in a fast-paced environment.
Knowledge of at least one programming language is preferred.
Experience using call tracking or case management software is preferred.

Work Location and Schedule

Rockville, MD hybrid work environment with defined in-person presence requirements.
Extended hours may be required.

Compensation

USD 26 to 55 per hour.

Benefits

Comprehensive health, dental, and vision insurance.
Basic life, accidental death and dismemberment, supplemental life, spouse/domestic partner and dependent life, and spouse/domestic partner and dependent accidental death and dismemberment.
Short- and long-term disability.
Long-term care.
Business travel accident.
Disability and legal.
Immediate participation and vesting in a 401(k) plan with company match.
Eligibility for an additional FINRA-funded retirement contribution.
Tuition reimbursement.
Commuter benefits.
Adoption assistance.
Backup family care.
Surrogacy benefits.
Employee assistance.
Wellness programs.
Generous time-off program: starting at 15 days of paid time off (increasing with years of service up to 25 days), plus 5 personal days and 9 sick days.
Two volunteer service days (based on a full-time schedule).
Military leave; jury duty leave; bereavement leave; voting and election official leave for federal, state, or local primary and general elections.
Care of a family member leave (available after 90 days of employment).
Childbirth and parental leave (available after 90 days of employment).
Full-time employees receive nine paid holidays.
Discretionary bonus may be available in addition to base pay.
Non-exempt employees may be eligible for overtime pay in accordance with federal, state, or local law.

Important Information

FINRA’s Code of Conduct restricts employees’ investments and requires financial disclosures related to their role as a securities regulator.
All brokerage accounts employees maintain, control trading of, or have a financial interest in must be disclosed to FINRA, and employees must authorize broker-dealers to provide FINRA with duplicate statements for those accounts.
New employees must comply with investment restrictions, including disposing of securities issued by a company on FINRA’s Prohibited Company List or obtaining a written waiver from their Executive Vice President, by their start date.
Employees may only maintain disclosed securities accounts at securities firms that provide FINRA with an electronic feed (e-feed), and must move accounts from other firms to an e-feed provider within three months of beginning employment.
Employees must execute FINRA’s Employee Confidentiality and Invention Assignment Agreement and comply with the company’s policy on nepotism.

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1mo ago

Tech-support Specialist

PDS Annapolis, MD

Annapolis, MD

1mo ago Closed

$34 - $34/hr Full time Cisco Incident Management Information Technology (IT)

This position is no longer accepting applications (closed Oct 27, 2026).

Job Description

PDS is hiring a Tech-support Specialist to support a Tier 2 Network Operations Center (NOC) in a 24/7 global network operations environment within the aviation industry. This onsite role in Annapolis, MD combines hands-on troubleshooting with structured incident processes, collaboration with telecom partners, and support for high-availability communication systems.

What you’ll get

Medical, Dental, and Vision coverage
Life insurance and short-term disability
Additional voluntary benefits and an EAP program
Commuter benefits and a 401K plan
Paid Sick Leave (and other paid leave required by Federal, State, or local law)
Holiday pay where applicable

Responsibilities

Monitor and manage network systems and performance across critical aviation infrastructure
Respond to and resolve incidents, outages, and technical issues within the NOC environment
Troubleshoot IP networks, Cisco devices, routing protocols including HSRP and BGP, and data communications systems
Document and track incidents accurately using incident management tools
Collaborate with telecom providers to restore service and minimize downtime
Support and maintain high-availability systems, including messaging and air-to-ground communications
Escalate complex issues while taking ownership of resolution for routine and moderate cases
Participate in deployment, configuration, and system improvements
Train across three NOC functions: Transport (monitoring global network hardware and infrastructure), DataLink (air-to-ground data communication systems), and Applications (high-volume aviation messaging systems)
Deliver excellent customer service while managing multiple priorities with strong attention to detail

Requirements

Network+ certification
Knowledge of TCP/IP networking, system interconnections, and IT infrastructure
Experience troubleshooting Cisco devices and network performance issues
Understanding of ITIL/ITSM frameworks
Experience with HSRP and BGP
Education and experience: Associate degree (or equivalent technical training) with 1–2 years of experience, or High School Diploma/GED with 2+ years of relevant experience
Strong multitasking skills with exceptional attention to detail
This position requires use of information or access to facilities subject to the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR). These regulations may limit access of controlled technologies to U.S. Persons (including U.S. Citizens, lawful permanent residents, and other narrow categories including refugees and asylees) and/or to certain foreign nationals that have received an export license

Technologies you may work with

TCP/IP, Cisco devices, HSRP, BGP
ITIL, ITSM, ServiceNow, Remedy, Netcool, Office 365

Schedule and pay

Full-Time | 12-Month Consultant
Monday–Friday | Mid Shift (11:00 PM–7:30 AM EST)
Pay: $34.66/hour (USD 34–$34 per hourly)
Location: Annapolis, MD (onsite)

Preferred qualifications

CCNA Certification
Experience with ServiceNow, Remedy, Netcool, or Office 365
Background in network operations or technical support environments
Strong written and verbal communication skills
Ability to learn quickly and adapt in a fast-paced, 24/7 environment

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1mo ago

Help Desk Tier I Specialist

RCG Silver Spring, MD 📍 MD Remote

Silver Spring, MD

1mo ago Closed

$18 - $22/hr Full time Active Directory Application Support Customer Service

This position is no longer accepting applications (closed Oct 27, 2026).

Job Description

RCG is hiring a Help Desk Tier I Specialist to deliver full-time technical support to end users on an ongoing federal government contract. The role begins with on-site training in Silver Spring, MD and transitions to remote work for candidates who live within 50 miles of the training location.

Position Overview

Location: Silver Spring, MD (remote after training)
Employment type: Full-Time
Training requirement: 8 weeks on-site in Silver Spring, MD
Remote work condition: Must reside within 50 miles of Silver Spring, MD
Operating hours: Monday to Friday, 7:30 AM to 8:00 PM; assigned 8-hour shift within operating hours
Hourly rate: USD 18.00 to 22.00 per hour

Key Responsibilities

Provide technical support to end users through phone, email, chat, desk-side assistance, and remote support tools.
Troubleshoot PC and Mac hardware, operating systems, peripherals, software applications, and basic network-related issues.
Use BeyondTrust Remote Support to troubleshoot and resolve user issues remotely.
Install, configure, troubleshoot, and deploy hardware and software.
Assist users with software installations and peripheral configurations.
Provide Commercial Off-The-Shelf (COTS) application support.
Deliver VIP-level technical support and priority issue resolution.
Apply established troubleshooting methodologies to diagnose, resolve, and document technical issues.
Manage Active Directory user and computer accounts.
Process user account requests and related forms.
Support BitLocker, McAfee encryption policies, and endpoint security requirements.
Prepare and provision new computers and mobile devices.
Support desktop operating system updates and security compliance.
Configure and support DoD Common Access Cards (CAC).
Configure Cisco VPN user accounts and endpoint clients.
Support employee onboarding and offboarding activities.
Create, update, track, and manage incidents and service requests in ServiceNow.
Develop and maintain user-facing and internal knowledge base articles.
Maintain accurate documentation of technical issues and resolutions.
Identify opportunities to improve support processes and service delivery.
Maintain inventory of IT equipment and supplies and support IT asset inventory activities.
Escort IT vendors on-site as required.
Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
Support conference room and multimedia technologies.
Troubleshoot projectors, displays, cameras, power distribution units, and conferencing hardware.
Create and distribute meeting invitations using Google Meet and Webex.
Troubleshoot audio/visual technologies, including wired and wireless microphones, speakers, amplifiers, digital mixers, Dante audio protocol, and Crestron and AMX control systems.
Participate in team meetings and knowledge-sharing activities.

Required Qualifications

U.S. Citizenship and eligibility to obtain and maintain a Public Trust.
Minimum 1 year of IT support experience.
Strong customer service and technical support background.
Experience troubleshooting desktop, network, and basic server-related issues.
Working knowledge of Active Directory Users and Computers.
Experience supporting Microsoft Windows and macOS.
Familiarity with Dell desktop and laptop hardware.
Experience with Microsoft Office Suite.
Experience with Adobe Acrobat and Adobe Creative products.
Familiarity with Google Workspace including Docs, Sheets, Slides, and Google Voice.
Experience with or familiarity with ServiceNow or a comparable IT service management/ticketing platform.
Familiarity with Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
Understanding of basic networking concepts and troubleshooting.
Strong verbal and written communication skills.
Strong organizational and time-management skills.
Ability to work effectively in a fast-paced, high-volume support environment.
Ability to work independently and collaboratively as part of a technical support team.
Ability to work independently with self-motivation, accountability, and time-management.
Maintain focus, responsiveness, and productivity with minimal supervision.
Maintain a professional home-office environment with reliable internet access.
Report to the Silver Spring, MD location when required by the government.

Preferred Qualifications

Associate or bachelor’s degree in Information Technology or a related field.
Previous experience supporting a federal government environment.
Experience in environments requiring a Public Trust or other government background investigation.
Experience supporting enterprise audio/visual and conference room technologies.

Technologies

BeyondTrust Remote Support
Active Directory, Active Directory Users and Computers
BitLocker
McAfee encryption policies
DoD Common Access Cards (CAC)
Cisco VPN
ServiceNow
Google Meet
Microsoft Teams
Cisco Webex
Zoom
GoToMeeting
Google Workspace (Docs, Sheets, Slides, Google Voice)
Microsoft Office Suite
Adobe Acrobat
Adobe Creative
Dante audio protocol
Crestron control systems
AMX control systems
Microsoft Windows
macOS
Dell desktop and laptop hardware
Hybrid meetings

Benefits

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Training & Development
Wellness Resources

Additional Information

Employment is contingent upon successful completion of applicable government background investigation and customer onboarding requirements.
Candidates cannot begin work until all required government processing has been successfully completed.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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1mo ago

Help Desk / Customer Support Technician (Tier 1-2)

PEOPLE TECHNOLOGY AND PROCESSES LLC Aberdeen Proving Ground, MD

Aberdeen Proving Ground, MD

1mo ago Closed

$44 - $49/hr Full time Computer Skills Customer Support Help Desk Support

This position is no longer accepting applications (closed Oct 26, 2026).

Job Description

People Technology and Processes LLC is hiring an onsite Help Desk / Customer Support Technician (Tier 1-2) for locations including ATEC HQ, ATC, OEC, and WSMR in Aberdeen Proving Ground, MD. This role supports end users as the central point of contact for day-to-day IT assistance, with a focus on meeting service level targets, resolving issues quickly, and keeping customers informed.

What you’ll do

You will manage incoming IT customer requests from end users and coordinate support through a Government-provided trouble ticket system. Your day-to-day work includes logging, tracking, prioritizing, and documenting requests so issues stay visible and actionable from intake through resolution.

Receive, log, track, prioritize, and document all customer requests in the Government-provided trouble ticket system.
Diagnose and resolve hardware, software, and communications issues, delivering Tier 1 resolution for 85% or more of requests.
Meet SLA response targets: Critical (15-minute), High (1-hour), and Normal, including SLA uplift for VIP-designated incidents.
Issue and reset CAC PINs and assist with Alternate Smart Card Logon and SIPRNET token processing.
Support in- and out-processing of personnel and manage Personal Electronic Device configurations.
Escalate unresolved issues to higher-tier support and provide status updates to users.

Skills and qualifications

High school diploma or equivalent (minimum)
U.S. citizenship
Ability to speak, read, write, and understand English proficiently
Computer proficiency and ability to use Microsoft Office
Active Secret clearance (Tier 3 / T3R); interim Secret required before starting
DoD 8140 / 8570.01-M baseline certification appropriate to the assigned work role and level, held prior to performance; CE certification must be obtained within six (6) months of appointment