Enterprise IT Support Specialist — Remote, Secret Clearance

Federal Law Enforcement Training Centers; Glynco (GA); Remote; USD 106,000 - 138,000; Full time

Job summary

The Federal Law Enforcement Training Centers in Glynco, GA seeks an Information Technology Specialist (Customer Support) to manage enterprise-wide IT support services, including service desk operations and end-user device assistance.

You will develop, standardize, and maintain policies, runbooks, and knowledge articles; coordinate with TDP IT leads and vendors; and analyze KPIs to improve incident response and customer satisfaction while supporting ITSM initiatives.

Responsibilities

• Serve as the enterprise SME for IT customer support, including service desk operations, end-user device support, and collaboration across multiple TDPs.
• Develop, standardize, and maintain enterprise customer support policies, procedures, runbooks, knowledge articles, escalation paths, and service catalog entries.
• Coordinate with TDP IT leads, service owners, infrastructure teams, vendors, and stakeholders to align local support practices with enterprise standards and resolve cross-site issues.
• Provide technical guidance and enterprise escalation support to customer support personnel on complex issues and ITSM processes.

Job description

The Federal Law Enforcement Training Centers in Glynco, GA seeks an Information Technology Specialist (Customer Support) to manage enterprise-wide IT support services, including service desk operations and end-user device assistance.

You will develop, standardize, and maintain policies, runbooks, and knowledge articles; coordinate with TDP IT leads and vendors; and analyze KPIs to improve incident response and customer satisfaction while supporting ITSM initiatives.