Information Technology (IT) Specialist

Everforth ECS Federal is seeking an IT Specialist supporting a Department of War customer in the National Capital Region.

The IT Specialist provides front-line help desk and technical support for more than 300 military, civilian, and contractor personnel across four locations. The specialist installs, operates, maintains, and troubleshoots hardware and software, manages trouble tickets, and tracks the equipment personnel need to perform their daily work.

This position works with the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) and headquarters communications staff to resolve user issues and coordinate support requiring enterprise action. The specialist supports Microsoft 365 administration within assigned permissions and maintains accountability for computers, printers, laptops, and mobile phones.

This is a customer-facing role in a fast-moving headquarters environment. The position requires a technically capable professional who takes ownership of user problems, communicates clearly with personnel at all levels, and follows issues through resolution rather than simply passing tickets to another organization.

PRIMARY DUTIES:

• Provide responsive help desk support to military, civilian, and contractor personnel, identifying the user issue, affected equipment or application, and impact on daily work.
• Install, operate, maintain, and troubleshoot approved hardware and software in coordination with DISA JSP and headquarters communications staff.
• Create, update, monitor, and close trouble tickets, documenting symptoms, troubleshooting actions, escalation history, and the final resolution.
• Prioritize support actions according to mission impact and established procedures, and keep users informed of status, next steps, and outstanding dependencies.
• Troubleshoot problems affecting computers, printers, laptops, mobile phones, and associated applications, coordinating repair or replacement through authorized channels.
• Perform Microsoft 365 administration and user support within assigned permissions and coordinate issues requiring enterprise administrator action.
• Issue, recover, and track IT hardware, maintaining accurate records of assigned users, equipment locations, and changes in custody.
• Coordinate escalated service requests with DISA JSP, providing the technical detail needed to support resolution and following up on unresolved actions.
• Identify recurring hardware, software, and user-support issues, and document troubleshooting procedures and user guidance to reduce repeat incidents.
• Provide headquarters communications staff with clear updates on open tickets, equipment accountability, recurring problems, and service issues requiring attention.

Salary Range: 59,808 - 89,713

• Must be a US Citizen
• Active DoD TS/SCI clearance
• Must have a bachelor’s degree. Relevant experience and certifications may be considered in lieu of degree requirements.
• Baseline certification meeting the applicable Department of Defense (DoD) 8140 workforce requirement for the assigned role, subject to contract validation.
• Experience using trouble ticket systems to document, track, and resolve user support requests.
• Hands-on experience troubleshooting information technology hardware and software.
• Direct customer service experience supporting users with differing levels of technical proficiency.
• Experience administering Microsoft 365.
• Ability to maintain accurate equipment records and document hardware issuance, recovery, and changes in user assignment.
• Ability to coordinate escalated issues with enterprise support organizations and provide complete, actionable troubleshooting information.
• Strong written and verbal communication skills, sound prioritization, and the ability to work independently while maintaining a service-oriented approach.