Technical Support Specialist 794

Freedom Technology Solutions Group; Annapolis (MD); Presencial; USD 90 000 - 120 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Matching 401k

Fully paid medical

Paid time off

Tuition reimbursement

Training and development

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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

Conhecimentos

Help desk

User accounts

Ticket tracking

Technical writing

Microsoft Office

Communication skills

Formação académica

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

Ferramentas

Jira

Confluence

ServiceNow

Descrição da oferta de emprego

We are seeking a Technical Support Specialist for one of our PRIME CONTRACTS that offers exciting opportunities to support essential services and mission critical activities across the enterprise. Our mission supports the Government Corporate Management Services (CMS) by providing full life cycle support services through the sustainment, modernization, and transformation of the enterprise corporate applications. These applications are used across the government enterprise and are critical to the daily functions of thousands of users across acquisition, business, finance, HR, training, recruitment, program management, security, logistics and more. Come join our diverse and growing team with lots of opportunities!

• Provide Tier 1 Help Desk support for applications supporting 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, standard operating procedures (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

Required Qualifications:

• Associate’s Degree from an accredited college or university in Information Technology, Computer Science, Technical Writing, Business Information Systems, or a related technical field is required.
  • Two (2) years of relevant Help Desk, customer support, or technical support experience may be substituted in lieu of an Associate’s Degree.
• Experience supporting Help Desk operations, including user account management, access provisioning, permissions management, and ticket tracking/resolution activities.
• Experience creating, editing, or maintaining technical documentation, user guides, standard operating procedures (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 technical areas such as system administration, application support, software development, technical writing, or systems engineering is desired.
• Must be able to work between the core hours of Monday through Friday 10:00AM-2:00PM. Exceptions will be considered on a case-by-case basis.

Desired Qualifications:

• Familiarity with COTS or GOTS applications.
• Familiarity with Agile or ticket-based support environments.
• Experience supporting government or enterprise IT environments.
• Basic understanding of databases, web applications, or cloud technologies.
• Familiarity with tools such as Jira, Confluence, ServiceNow, or similar platforms.

The estimated salary range for this position is between $90,000-$120,000 (annualized USD). This range reflects the typical pay for the role and is one part of the company's comprehensive compensation package. Actual salaries are influenced by several factors, such as location, the individual’s education, skills, experience, and competencies, as well as contract affordability and organizational needs.

What’s in It for You?

Flexible work environment

A team mentality – work with friendly, like-minded professionals

Work with innovative, cutting edge technologies

Enjoy extremely competitive compensation and benefits

A work-life balance you can count on

Opportunities to grow and advance your career on our dime

The Benefits You Get with Freedom

Amazing benefits including matching 401k, fully paid medical, and more

Generous paid time off – including paid site closure days

Competitive salary offerings

Paid training and tuition reimbursement

Fully paid life and disability

Company sponsored events (game nights, holiday party, summer party, happy hours)

Interested in learning more about Freedom and our culture? Contact us today! We’re constantly hosting hiring events in our office and elsewhere, to help you get a sense of what life is like at Freedom before joining the team.

As an Equal Opportunity Employer, we do not discriminate on the basis of race, color, religion, sex, age, marital status, disability or veteran status

Accessibility: If you need an accommodation as part of the employment process, please contact Human Resources at

Phone: [phone]

Equal Opportunity Employer, including disabled and veterans.

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