IT Support Specialist - Nooks

ABOUT THE ROLE

The IT Support Specialist serves as the frontline resource for day-to-day technical support, troubleshooting, and system maintenance across the site. In this role, you will assist end users with technical issues, help maintain IT infrastructure, and ensure smooth operations of core systems and applications. The IT Support Specialist will work closely with the IT Systems Manager to resolve escalated issues, contribute to system improvements, and gain the hands-on experience needed to advance into more senior administration roles.

KEY RESPONSIBILITIES:

• Provide Tier I and Tier II technical support to end users, including troubleshooting hardware, software, and network-related issues.
• Assist in the physical setup and maintenance of IT systems, including workstation deployment, monitor mounting, cable management, and peripheral installation.
• Perform basic system administration tasks such as account creation, permissions updates, and patching under the supervision of senior staff.
• Maintain detailed documentation of support requests, troubleshooting actions, resolutions, and configuration changes to ensure accurate records throughout the complete system lifecycle.
• Escalate complex or unresolved issues to senior staff as appropriate.
• Ensure all work is completed in compliance with organizational cybersecurity policies and procedures, to include applicable DoD security standards.
• Collaborate with cross-functional teams to support secure and compliant system operations.
• Contribute to IT projects and system improvements to develop foundational system administration skills.

THE SKILLSET:

• 3-5 years of experience in IT support, helpdesk, or system administration (DoD experience is preferred).
• Possess a DoD 8140.03/8570.01 Information Assurance Technical II certification or able to obtain within 6 months of hire (e.g., CompTIA Security+)
• Foundational knowledge of Windows and Linux operating systems, networking concepts, and common IT troubleshooting practices.
• Familiarity with account management, permissions, patching, and basic system administration tasks.
• Strong documentation skills with the ability to track and maintain accurate records of technical work.
• Excellent communication and customer service skills with the ability to support users at all technical levels.
• Ability to work collaboratively in a team-oriented environment.
• Must be able to lift and set up IT equipment (e.g., monitors, workstations, and servers) as part of physical system support.

ELIGIBILITY + CLEARANCE 

• Candidate must be a United States citizen and capable of maintaining Security eligibility up to the Top Secret/SCI level within 45 days of hire.