Mission-Critical IT Support Specialist (TS/SCI)

Freedom Technology Solutions Group; Annapolis (MD); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Matching 401k

Fully paid medical

Paid time off

Tuition reimbursement

Training and development

Job summary

Freedom Technology Solutions Group is seeking a Technical Support Specialist to provide Tier 1 help desk support for critical government enterprise applications, manage user accounts and access requests, and document issues for resolution.

You will collaborate with system engineers, administrators, and writers to support day-to-day operations and modernization efforts, while gaining exposure to a range of technologies including system administration and software development.

Qualifications

• Associate’s degree required; two years of relevant help desk/technical support may substitute for degree.
• Experience supporting Help Desk operations including user account management, access provisioning, permissions management and ticket tracking/resolution.
• Experience creating, editing, or maintaining technical documentation, user guides, SOPs, or knowledge base articles.
• Strong written and verbal communication skills.
• Demonstrated willingness to learn new technologies, business processes, and technical skillsets.
• Experience with Microsoft Office products including Word, Excel, and PowerPoint.
• Strong attention to detail and ability to accurately document processes, issues, and resolutions.
• Exposure to or interest in system administration, application support, software development, technical writing, or systems engineering is desired.
• Must be able to work between core hours Monday through Friday 10:00AM-2:00PM.

Responsibilities

• Provide Tier 1 Help Desk support for Space and Property Management, Asset Management and Transportation Management applications.
• Create, manage, and maintain user accounts, permissions, and access requests across multiple applications and environments.
• Receive, document, triage, and track customer issues and service requests using the designated ticket tracking system, ensuring timely communication and resolution.
• Compile, organize, and analyze operational and help desk data to support reporting, metrics tracking, and trend analysis.
• Develop and maintain user guides, process documentation, SOPs, knowledge base articles, and other technical writing artifacts.
• Gain an understanding of business processes, workflows, and integrations across a portfolio of COTS and GOTS applications.
• Collaborate with system engineers, system administrators, developers, and technical writers to support day-to-day operations and ongoing modernization efforts.
• Support troubleshooting activities by gathering information, reproducing issues, documenting findings, and coordinating with technical teams for resolution.
• Participate in testing, validation, and user support activities for application updates, enhancements, and deployments.
• Assist with documenting application configurations, onboarding materials, and operational procedures to improve knowledge sharing and continuity.
• Gain exposure to a variety of technologies and disciplines, including system engineering, system administration, technical writing, and application development.
• Demonstrate a willingness to learn and grow into more technical roles and responsibilities based on interest, aptitude, and mission needs.
• TS/SCI with Polygraph
• Microsoft Office

Skills

Help desk

User accounts

Ticket tracking

Technical writing

Microsoft Office

Communication skills

Education

Associate’s Degree in IT/CS (or related)

Tools

Jira

Confluence

ServiceNow

Job description

Freedom Technology Solutions Group is seeking a Technical Support Specialist to provide Tier 1 help desk support for critical government enterprise applications, manage user accounts and access requests, and document issues for resolution.

You will collaborate with system engineers, administrators, and writers to support day-to-day operations and modernization efforts, while gaining exposure to a range of technologies including system administration and software development.