IT and Cyber Service Delivery Specialist

Who Are We
Groundswell is a premier technology integrator resolutely committed to solving the most complex challenges facing federal agencies today. Our name Groundswell represents our commitment to be an unstoppable seismic change in government. Ours is a small company culture with big company reach and results . Are you ready to be audacious be bold and drive change at a rapid pace Join us where w ell make a greater impact together.

What Youll do:

Groundswell is seeking an attentive customer-focused IT and Cyber Service Delivery Specialist to provide hands-on technical and cybersecurity support to company leadership and staff. This individual will serve as the executive-facing concierge-level IT support representative ensuring a seamless and secure technology experience for Groundswell executives and senior management.

The ideal candidate combines strong technical troubleshooting skills with exceptional professionalism discretion and attention to detail. They will provide Tier 1 IT and cybersecurity support manage service delivery requests and coordinate with internal IT and Security teams to ensure rapid resolution of issues. This is a full-time on-site position located in McLean VA requiring presence five days per week during normal business hours.

Core Responsibilities

Technology Support

• Serve as the primary IT point of contact for designated executives providing white-glove concierge-level service for all technology and cybersecurity needs.
• Proactively monitor and maintain executive systems devices and collaboration tools to ensure uptime and reliability.
• Configure and support laptops mobile devices conferencing systems and peripherals for executive use.
• Provide immediate discreet and professional technical support for executive meetings travel and presentations.
• Coordinate with cybersecurity and IT teams to ensure executive devices remain compliant and secure.

Tier 1 Help Desk and IT Support

• Provide Tier 1 support for user account management hardware setup software troubleshooting and network connectivity.
• Log track and manage support tickets using the corporate help desk system escalating as needed to higher-tier teams.
• Troubleshoot issues across Microsoft 365 Windows and common enterprise applications.
• Support new employee onboarding and offboarding activities including account provisioning and device configuration.
• Maintain detailed records of support activities and recurring issues to improve service efficiency.

Cybersecurity and Compliance Support

• Assist with endpoint security monitoring and basic incident response activities.
• Enforce and communicate cybersecurity best practices to users including password management and data protection.
• Support compliance and security initiatives aligned with CMMC NIST 800-171 and ISO 27001 frameworks.
• Ensure that systems and devices are configured according to company security policies and baselines.

Service Delivery and Continuous Improvement

• Manage IT service delivery expectations ensuring timely and effective resolution of user issues.
• Track and report service metrics to management highlighting opportunities for improvement.
• Participate in special projects to enhance IT and cybersecurity service quality.
• Collaborate cross-functionally with IT Security and Operations teams to strengthen overall support efficiency.
• Perform other duties as assigned.

Required Qualifications

• U.S. Citizenship required with ability to pass a government background check.
• 24 years of experience in IT support help desk or service delivery roles.
• Proven ability to troubleshoot hardware software and network issues in a Windows and Microsoft 365 environment.
• Strong customer service skills with the ability to communicate effectively and professionally with senior executives.
• Experience supporting collaboration tools such as Teams Zoom and SharePoint.
• Familiarity with cybersecurity fundamentals and endpoint protection solutions.
• Excellent organizational skills with the ability to manage multiple priorities.
• Must be based in the DC Metro area and available on-site five days per week.

Preferred Qualifications

• Certifications such as CompTIA A Network Security or Microsoft 365 Fundamentals.
• Experience supporting executives or C-suite users in a professional services environment.
• Knowledge of IT service management (ITSM) principles and tools such as ServiceNow or Jira Service Management.
• Understanding of compliance frameworks such as CMMC or NIST 800-171.

Skills:

Certification:

Why Youll Never Want to Leave:

• Comprehensive medical dental and vision plans

• Flexible Spending Account

• 4% 401K Match (immediate vesting)

• Paid Time Off

• Tuition reimbursement certification programs and professional development

• Flexible work schedule

• On-site gym and childcare option

The salary range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable geographic differential associated with the location at which the position may be filled. At Groundswell it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

NOTE : Groundswell does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Groundswell and Groundswell will not be obligated to pay a placement fee.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age pregnancy genetic information disability status as a protected veteran or any other protected category under applicable federal state and local laws.

Read a copy of the Companys Non-Discrimination Policy Statement.

Disability Accessibility Accommodation: If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process please contact us at or.

Required Experience:

IC