Technical Support Specialist

DANE, LLC; Chantilly (VA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee discounts

Health insurance

Paid time off

Tuition assistance

Vision insurance

Wellness resources

Job summary

DANE LLC in Washington, DC is seeking an Account Management Specialist to support Department of State consolidated accounts, handle SNAP card administration, and provide Tier 1/2 IT support. The role emphasizes customer service, multitasking, and process improvement.

You will work onsite, collaborate with cross-functional teams, and ensure SLA-compliant solutions while maintaining strong security practices and documentation.

Qualifications

• Minimum 1–3 years of related experience.
• Strong customer service and communication skills (written and verbal).
• Experience providing Tier 1 and 2 technical support for hardware and software.
• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Certifications such as A+, Security+, Network+ preferred.

Responsibilities

• Performs systems administrative and operational duties on computer systems.
• Perform account management duties in Active Directory.
• Welcome and greet customers when handling front desk operations.
• Analyze, evaluate, test, and repair basic hardware problems.
• Prepare activity and progress reports regarding support activities.
• Respond, investigate, and correct problems.
• Acts as a technical resource for user queries.
• Contribute to developing and implementing improvements in the account management processes.
• Working to achieve SLA's when resolving customer issues.
• Organize and conduct one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS)
• Provide troubleshooting, diagnosis, and repair for laptop and mobile devices

Skills

Customer service

Communication

ServiceNow

Tier 1/2 support

Attention to detail

PKI/Smartcard experience

COTS/GOTS software support

Education

Associate's Degree or equivalent experience

Tools

ServiceNow

Job description

Description

At DANE, our low turnover rate speaks volumes—our people stay because they’re seen, supported, and truly valued. We believe that when our team thrives, so does our mission. That’s why we offer generous paid time off starting on day one, a comprehensive benefits package, and continuous learning opportunities to help you grow both personally and professionally.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Tuition assistance
• Vision insurance
• Wellness resources

Description

At DANE, our low turnover rate speaks volumes—our people stay because they’re seen, supported, and truly valued. We believe that when our team thrives, so does our mission. That’s why we offer generous paid time off starting on day one, a comprehensive benefits package, and continuous learning opportunities to help you grow both personally and professionally.

As a valued member, you will play a crucial role in providing top-notch Account Management Services for the Department of State consolidated accounts. Your responsibilities will include creating, modifying, and overseeing all Department of State accounts and handling SNAP card administration. Additionally, you will be responsible for initial mobile and laptop support at the tier 1 level.

Details

Location: Washington, DC - Onsite

Job Type: Full Time

Education: Associate's Degree or Equivalent Experience

Experience: Minimum 1 - 3 years of relevant experience

Clearance: Must hold Active DoD Secret Clearance or higher

Responsibilities

• Performs systems administrative and operational duties on computer systems
• Perform account management duties in Active Directory
• Welcome and greet customers when handling front desk operations
• Analyze, evaluate, test, and repair basic hardware problems
• Prepare activity and progress reports regarding support activities
• Respond, investigate, and correct problems.
• Acts as a technical resource for user queries
• Contribute to developing and implementing improvements in the account management processes.
• Working to achieve SLA's when resolving customer issues
• Organize and conduct one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS)
• Provide troubleshooting, diagnosis, and repair for laptop and mobile devices

Requirements

• Strong customer service and communication skills (both written and verbal)
• Excellent interpersonal skills, especially the ability to listen and understand what is being described
• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Experience providing Tiers 1 and 2 technical support for hardware and software.
• Excellent attention to detail.
• Strong working knowledge of computer terms.
• Customer service operations experience.
• 1-3 years of related experience
• One or more industry standard certifications- A+, Security+, Network+; etc. preferred
• Having mobile or public key infrastructure (PKI, Smartcard) experience will be a plus
• Experience providing Tech support to the Department of State IT Mart locations is a plus.

Physical Requirements

• Must be able to move/handle equipment up to 30 pounds such as servers, workstations, monitors, etc.

DANE LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.