Client Systems Support (Expert)

What you will be doing:

• Serve as the first point of contact for all IT service requests via phone, ticketing system, email, or walk-up support
• Log, categorize, and prioritize incidents and service requests in accordance with established service-level objectives
• Perform Tier I and Tier II troubleshooting for workstations, laptops, mobile devices, printers, and peripheral equipment
• Diagnose and resolve software, operating system, and user application issues within established baselines and STIG requirements
• Join systems to the domain, configure network settings, and ensure connectivity to shared drives, printers, and collaboration tools
• Deploy and maintain system images, patches, and baseline configurations to ensure standardization and compliance
• Install, configure, and troubleshoot CAC, Token, and multi-factor authentication (MFA) solutions across classified and unclassified networks
• Assist with account access issues, password resets, and permissions management in coordination with the Identity and Access Management team
• Perform workstation hardening, vulnerability remediation, and endpoint security enforcement in support of RMF and ACAS requirements
• Provide on-site and remote support for VTC, Teams, and other collaboration systems used in operational and executive environments
• Deliver white-glove support to senior leaders and executive staff, including system setup, data migration, secure mobile device configuration, and event support
• Coordinate VIP event or conference support, ensuring seamless connectivity, display configuration, and real-time troubleshooting
• Develop, update, and maintain user support documentation, standard operating procedures, and quick-reference guides
• Monitor ticket queues to ensure timely response, escalation, and closure in alignment with performance metrics
• Track and report recurring issues to identify systemic problems and recommend corrective actions
• Maintain asset accountability, tagging, and inventory accuracy for assigned devices and peripherals
• Support after-hours operations, contingency activities, and mission exercises as required
• Participate in configuration reviews, patch cycles, and readiness inspections to maintain compliance with DoD and organizational policies
• Provide feedback to engineering and cybersecurity teams on observed issues, performance impacts, and improvement opportunities
• Support users and assist with the coordination and completion of paperwork required to resolve negligent discharge of classified information incidents and events.
• Train and mentor junior technicians in troubleshooting techniques, customer service standards, and documentation practices
• Serve as a property custodian as required by DoDI 5000.64, DAFI 23-111, and AFMAN 17-1203, maintaining accountability of assigned A/V assets.
• Support exercises, operational events, and contingency scenarios by ensuring the rapid setup, testing, and operation of client systems.

What you will need:

• TS/SCI Security Clearance
• 7+ years of experience leading client system support operations or serving as Tier III/Executive Support. Demonstrated expertise in complex troubleshooting, endpoint management solutions (e.g., SCCM, Intune), and technical oversight of IT service delivery.
• Bachelor’s degree in a related field; Master’s degree or additional leadership experience preferred.
• Must meet position and certification requirements outlined in DoD 8140 for Technical Support Specialist or System Administrator role at the appropriate tier within six months of hire. Certifications such as CompTIA A+, Network+, Security+, or Microsoft MCSA/MD-100/101 are preferred.

Other Requirements:

• Strong customer service and communication skills with ability to support personnel at all organizational levels including senior leaders. Knowledge of ITSM ticketing systems (e.g., ServiceNow) and DoD configuration management standards. Familiarity with endpoint hardening, patching, and vulnerability management practices. Ability to lift up to 50 lbs. and support physical system setup in office or operations center environments.  Provide after-hours and contingency support as required.