IT Support Technician

Job Description

Job Description

The IT Support Technician provides first-line technical support within a DoD aligned, CMMC compliant environment. This role is responsible for assisting end users with hardware, software, peripheral, and basic network issues while ensuring all actions align with organizational cybersecurity policies and CUI protection standards. The technician performs routine troubleshooting, account support, and incident logging, escalating unresolved or sensitive issues to higher-tier support. The position plays a critical role in maintaining system availability, user productivity, and compliance with DFARS and cybersecurity regulations.

CORE FUNCTIONS / JOB DUITES

Ability to perform the following under close supervision and requires guidance to perform the following tasks:

Provide Tier 1 Help Desk support as the initial point of contact for end users experiencing routine technical issues, including hardware, software, and connectivity concerns.

Assist users with account management tasks such as password resets, multi-factor authentication (MFA) support, and basic identity/access troubleshooting in compliance with organizational security protocols.

Respond to support requests via phone, email, or in person, ensuring timely and courteous resolution of standard IT incidents and service requests.

Diagnose and resolve common technical issues related to workstations, printers, mobile devices, operating systems, and basic network connectivity.

Perform routine system maintenance and updates to ensure the reliability and performance of end-user devices in accordance with company policies.

Support the deployment and configuration of new equipment, including laptops, desktop systems, printers, and approved software applications.

Accurately document service requests, troubleshooting steps, and resolutions in the designated IT service management (ITSM) platform to support incident tracking and knowledge base development.

Provide end-user guidance and training on approved IT tools, services, and best practices to promote cybersecurity awareness and efficient technology usage.

Collaborate with senior IT personnel to escalate unresolved or complex issues and assist in implementing corrective actions under supervision.

Maintain compliance with internal IT procedures, Department of Defense (DoD) cybersecurity standards, the Risk Management Framework (RMF), and Cybersecurity Maturity Model Certification (CMMC) Level 2 requirements, with a particular focus on the protection of Controlled Unclassified Information (CUI) and other sensitive data.

SKILLS & ABILITIES

Has a foundational knowledge of:

Operating Systems & Networking: Windows 10/11 operating systems, IP addressing, DNS, DHCP, and general networking principles

Troubleshooting Techniques: Ability to use diagnostic tools and logical troubleshooting methods to identify and resolve common hardware, software, and connectivity issues.

Cybersecurity Awareness: Cybersecurity concepts such as access control, data protection, and secure computing practices, with an emphasis on supporting CMMC and NIST 800-171-aligned environments.

IT Service Tools: Ticketing systems (e.g., ServiceNow, Jira) and remote support platforms (e.g., Remote Desktop, TeamViewer, or equivalent) for managing and documenting user support activities.

EDUCATION & CERTIFICATIONS

GED and/or equivalent years of experience

CompTIA A+ Required

CompTIA IT Fundamentals Preferred

TYPICAL WORKING CONDITIONS

General office environment

Computer/Equipment lab

100% On-Site

PHYSICAL REQUIREMENTS

May be expected to lift up to 25 lbs

Frequent use of keyboard and typing

Frequent sitting and standing

WORK SCHEDULE

5/40

The ability to work non-standard work hours and schedules in support of project requirements.

PAY RANGE

Non-Exempt: $31.25 to $36.06 per hour, DOE

U.S. Citizenship is Required

Candidates will be subject to a background investigation (i.e. favorable background investigation / credit score). Additional eligibility requirements for access to various levels of sensitive information may also be required.

Ta ctical Engineering & Analysis, Inc. is an Equal Employment Opportunity/Minority/Female/Disability/Protected Veteran Employer