Technical Support Specialist

Position Summary & Contract Alignment

Position Overview

The 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 & Responsibilities

Tier 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).

Tier II Desktop Support & Field Operations  

• 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.

Operations & Technical Governance

• 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.

Qualification & Certification Requirements

Education & Professional Experience

• 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.

DoDM 8140.03 / DCWF Qualification Matrix

All personnel must satisfy the foundational qualification standards established in DoDM 8140.03 for DCWF Work Role 411 prior to billing on the contract.

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.