Senior DoD IT Support Specialist — TS/SCI | ITSM Expert

NANA Regional Corporation; Georgia; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Compass Point is seeking a Senior Computer User Support Specialist to join our team supporting USSOCOM. This role is part of an enterprise ITSM with networks and critical applications across multiple locations.

Must hold active DoD Top Secret/SCI clearance and DoD 8570 certifications, with a strong background in ITIL and related domains. You will interface with end users, troubleshoot hardware, software, network and application issues, and provide leadership on major technology assignments.

Qualifications

• Must have DoD 8570 IAT Level II certification.
• Must have DoW 8140-411 Basic certification.
• Must be able to maintain DoW 8140-411 Basic via continuing education requirements or recertification.
• Possess current TS clearance with SCI eligibility.
• Bachelor's degree in the STEM field. Relevant experience may be substituted for education.
• Years Experience: Min 5 Years with BS/BA, 3 Years with MS/MA, 0 Year with PhD.

Responsibilities

• Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution.
• Possesses and applies comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments.
• Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.
• May supervise others.
• Is an expert with industry standard desktop operating systems and office automation software suites.
• Must demonstrate excellent verbal and written communication skills.
• Will be required to work rotating shift schedules to include nights, weekends, and holidays.
• The systems analyst must be able to clearly communicate via phone, portals and instant messaging with end users and technicians.
• Must be able to present a professional, sharp and technically savvy image via verbal, written and in-person communications with customers with responsibilities ranging from entry level to the senior executive levels and serve as a positive example to other technicians on the team.
• Must be qualified to perform the following functions:
• Will exemplify professionalism in all areas of the job; compliance with schedule, following CSD business processes, and superior customer service skills.
• Serves as the initial point of contact for systems related problems in a 70,000+ customer enterprise.
• Troubleshoot research, diagnoses, documents and resolves technical issues
• Determines which special team can best resolve the problem and assign the task to the Desktop Support, Customer Supports, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
• Ability to install, maintain and troubleshoot server, network, system and application issues
• Technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
• Must be proficient with Dameware, RDP and Terminal Services.
• Will be required to perform incident management functions which include Incident trending and prioritization and documenting and communicating those findings with senior organizational team members.
• May serve as the functional lead of a team to direct and monitor other technicians in the performance of their duties.
• Performs other duties as required.

Skills

DoD 8570 IAT Level II

DoW 8140-411 Basic

TS clearance with SCI eligibility

Education

Bachelor's degree in STEM field

Job description

Compass Point is seeking a Senior Computer User Support Specialist to join our team supporting USSOCOM. This role is part of an enterprise ITSM with networks and critical applications across multiple locations.

Must hold active DoD Top Secret/SCI clearance and DoD 8570 certifications, with a strong background in ITIL and related domains. You will interface with end users, troubleshoot hardware, software, network and application issues, and provide leadership on major technology assignments.