Technical Support Specialist 794

Freedomconsulting; Maryland; Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

401k matching

Fully paid medical insurance

Paid time off

Tuition reimbursement

Training and professional development

Résumé du poste

Freedomconsulting is seeking a Technical Support Specialist to provide Tier 1 help desk support for Space, Property, Asset, and Transportation Management applications under a PRIME CONTRACT. You will manage user accounts, triage incidents, and document issues to support mission-critical operations across government enterprise.

The role requires TS/SCI with Polygraph, an associate degree in IT or related field (or 2 years experience), strong communication, and a willingness to learn.

Qualifications

• Associate degree or 2 years help desk experience may substitute for degree.
• Experience creating, editing, or maintaining technical documentation (SOPs, guides, KBs).
• Strong written and verbal communication skills are essential.
• Experience with Microsoft Office products (Word, Excel, PowerPoint).
• Willingness to learn new technologies, processes, and business systems.

Responsabilités

• Provide Tier 1 Help Desk support for applications including Space, Property, Asset, and Transportation Management.
• Create, manage, and maintain user accounts and access across multiple applications.
• Triage and track customer issues using the designated ticket system; communicate resolutions.
• Develop and maintain user guides, SOPs, and knowledge base articles.
• Collaborate with engineers, admins, developers, and writers to support operations.
• Assist with testing, validation, and deployment activities.

Connaissances

Help desk operations

Technical writing

MS Office

Communication skills

Willingness to learn

System administration interest

Formation

Associate’s Degree in IT or related field

Outils

Jira

Confluence

ServiceNow

Description du poste

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.
• Atlassian Tool Suite
• Microsoft Office

Required Qualifications

• TS/SCI with Polygraph
• 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)

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Freedom Technology Solutions Group’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.