Tier-1 IT Support Specialist — DoD Clearance & Training

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

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.