Frontline IT Support Specialist (Tier 1) - TS/SCI

Omniscius Consulting; Maryland; On-site; USD 45,000 - 65,000; Full time

Job summary

Omniscius Consulting seeks a Help Desk Tier 1 / System Administrator Level 1 to provide frontline IT support in a mission-focused environment. Resolve basic hardware, software, accounts, and network issues, documenting incidents for escalation.

The role requires active TS/SCI clearance with Full Scope Poly and DoD 8570/8140 IAT Level I. Schedule: Fri–Mon, 12:00 PM–10:00 PM. Log tickets, guide users, and contribute to knowledge base while maintaining professional service.

Qualifications

• Active TS/SCI security clearance.
• Active Full Scope Polygraph.
• High School Diploma/GED or Bachelor’s degree.
• Customer service experience.
• Experience with ServiceNow or another ITSM platform.
• Basic knowledge of desktop hardware, software, user accounts, peripherals, and network connectivity.
• Strong troubleshooting and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to work the Friday through Monday, 12:00 PM – 10:00 PM schedule.

Responsibilities

• Respond to user support requests via phone, email, chat, and ticketing systems.
• Log, track, update, and resolve incidents and service requests in the ticketing system.
• Diagnose and resolve basic hardware, software, and network connectivity issues.
• Provide step-by-step technical guidance to users for common IT problems.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and user access issues.
• Support basic printer, scanner, peripherals, and workstation troubleshooting.
• Assist with IT asset and hardware inventory activities.
• Escalate complex issues to Tier 2 or specialized teams when needed.
• Document recurring issues and resolutions for knowledge base.
• Maintain accurate records and ticket documentation.
• Contribute to knowledge-base articles and self-service solutions.
• Communicate technical information clearly to users.
• Maintain professional and customer-focused approach.
• Provide timely updates on ticket status and resolution.
• Participate in team meetings and training.
• Follow IT policies and security requirements.
• Report potential security incidents or breaches.
• Support weekend and mission-essential operations as required.

Skills

TS/SCI clearance

Customer service

Troubleshooting

Verbal and written communication

Documentation/KB contributions

Ability to work Fri-Mon schedule

Education

High School Diploma/GED or Bachelor’s degree

Tools

ServiceNow / ITSM

DoD 8570/8140 IAT Level I

Printers/ peripherals knowledge

Job description

Omniscius Consulting seeks a Help Desk Tier 1 / System Administrator Level 1 to provide frontline IT support in a mission-focused environment. Resolve basic hardware, software, accounts, and network issues, documenting incidents for escalation.

The role requires active TS/SCI clearance with Full Scope Poly and DoD 8570/8140 IAT Level I. Schedule: Fri–Mon, 12:00 PM–10:00 PM. Log tickets, guide users, and contribute to knowledge base while maintaining professional service.