Technical Support Specialist
Position Summary & Contract AlignmentAttribute
Program Specification
Position Title
Technical Support Specialist
Capability Area
Customer Support (Tier I / Tier II Desktop Support)
DCWF Work Role Code
411 – Technical Support Specialist / Systems Administrator
Minimum Proficiency Level
Basic / Intermediate
Key Personnel Designation
No
Security Clearance
Active Secret Clearance
Workplace Posture
On-Site (Core Operating Hours: 0730–1630)
Position OverviewThe Technical Support Specialist delivers essential frontline technical support. Operating within the Customer Support Capability Area, this role encompasses both Tier I Help Desk intake/triage and Tier II hands-on desktop support.
The specialist serves as the primary technical point of contact for command end-users, ensuring rapid incident resolution, accurate trouble ticket tracking, hardware and software lifecycle maintenance, and seamless network/workstation connectivity in accordance with Quality Assurance Surveillance Plan (QASP) service level agreements.
Core Duties & ResponsibilitiesTier I Help Desk Operations- Receive, log, and triage all incoming end-user requests via telephone, web portal, or email into the Government-provided incident management system.
- Perform initial diagnostic validation, user identity verification, and basic troubleshooting for software, operating systems, hardware, and network access issues.
- Resolve first-contact Tier I tickets or rapidly escalate unresolved issues to Tier II/III support queues within established timeframes.
- Support ticket tracking, escalation monitoring, and status reporting required under CDRL A016 (Trouble Ticket Status Report).
- Provide on-site technical troubleshooting and incident resolution for workstations, monitors, peripherals, printing devices (NIPR/SIPR MFDs), and local network drops.
- Execute hardware staging, software configuration, patch installation, and hardware refresh deployment (e.g., PC and monitor rollouts).
- Perform Active Directory user account maintenance, password resets, organizational unit (OU) assignments, and security group modifications.
- Configure, provision, and troubleshoot Personal Electronic Devices (PEDs) and mobile equipment according to command policy.
- Maintain accurate documentation for resolved incidents and contribute new solutions to the enterprise repository.
- Adhere to the established Hierarchy of Work precedence: KO/COR direction, security/safety response, mission-critical outage restoration, and general support.
- Ensure strict compliance with Section 508 accessibility standards across all customer interactions and user-facing support materials.
- Education: High School Diploma or Associate’s Degree in Information Technology, Computer Science, or a related field.
- Experience: 1 to 5+ years of direct IT customer support, help desk, or desktop technical support experience.
All personnel must satisfy the foundational qualification standards established in DoDM 8140.03 for DCWF Work Role 411 prior to billing on the contract.
Proficiency Level
Qualifying Industry Certifications
Mandatory Prerequisites & Vetting
Basic Proficiency
CompTIA A+, CompTIA Network+, or CompTIA Security+
Active Secret Clearance, MP ICAM / DISS Vetting
Intermediate Proficiency
CompTIA Network+, CompTIA Security+, or ISC2 SSCP
Active Secret Clearance, Residentially Qualified (Privileged Access)
Security & Clearance Requirements- Clearance Level: Final adjudicated Secret Security Clearance required prior to start.
- Vetting Requirements: Must be fully vetted through DISS and MP ICAM for Common Access Card (CAC) and network account issuance.
- Mandatory Training: 100% completion of annual Cybersecurity Awareness, CUI Handling, and TARP training verified.
Position & Compensation Disclaimer (Pay Transparency Mandates):
Employment for this role is conditional upon contract award, executed funding, and client approval. Advertised ranges do not constitute a binding promise of specific salary. In compliance with applicable federal, state, and municipal pay transparency requirements—including but not limited to pay disclosure rules in California, Colorado, New York, and Washington—posted salary bands remain flexible. Compensation ranges may be modified prior to an offer to reflect candidate expertise, client budget constraints, and localized geographic pay scales tied to the assigned work site or state of residence.
Skills Required
- High school diploma or associate's degree in Information Technology, Computer Science, or a related field
- 1 to 5+ years of direct IT customer support, help desk, or desktop technical support experience
- CompTIA A+, CompTIA Network+, or CompTIA Security+ for Basic Proficiency
- CompTIA Network+, CompTIA Security+, or ISC2 SSCP for Intermediate Proficiency
- Active Secret security clearance, final adjudication required before start
- DISS and MP ICAM vetting for CAC and network account issuance
- Completion of annual Cybersecurity Awareness, CUI Handling, and TARP training
- Residential qualification for privileged access at Intermediate Proficiency
What We Do
At LufCo, we believe in the power of small, high-performing teams. We're a team of driven, creative engineers and business strategists who combine deep technical expertise with a hands-on, results-focused approach. We thrive on challenges, fostering rapid innovation, empowering our employees, and driving company growth. Our diverse, long-term contracting base and extensive portfolio of federal and commercial projects allow us to provide stability and consistent opportunities for our team members. Our Expertise & Approach LufCo is an SBA-certified Woman-Owned Small Business, headquartered in historic Havre de Grace, Maryland, with additional offices at National Business Parkway. We specialize in information technology and business consulting. We pride ourselves on being responsive and agile, free from corporate bureaucracy. Our focus is always on technical excellence and building strong, lasting relationships with our clients. We proudly support a wide range of clients, including the Department of Defense, the Intelligence Community, various Federal agencies, the State of Maryland, private industry, and non-profits. Join Our Team Are you a Software Engineer (all levels), Java Developer, .NET Developer, or RF Engineer looking for your next challenge? We're always seeking talented individuals to join our team. To learn more or apply, contact us at [email protected] with your resume and any questions. Learn More About LufCo For general inquiries or more information about our services, please reach out to us at [email protected] or visit our website at www.luf.co.
