Senior IT Customer Support
Core
Senior IT Support Analyst providing remote triage, incident management, and identity administration for national security clients.
Role type
Senior IT Customer Support Analyst
Builds
Remote support services and incident resolution for defense/intelligence clients
Domain
National Security / Defense IT Operations
Deliverable
client delivery
Required skills
Remote diagnostics, Queue management, Identity & Access Management (IAM), Active Directory administration, ITSM workflow coordination, PowerShell scripting, Windows 11 administration, MDT/WDS deployment, STIG compliance auditing
Preferred skills
Jira Service Management, ServiceNow, Microsoft Office suite, ITIL Foundations, Change Control processes
Responsibilities
Draft and broadcast customer-facing alerts for maintenance and outages, Track and route tickets to meet SLAs, Perform remote OS and application troubleshooting, Manage user accounts and permissions in Active Directory, Guide end-users through hardware and network troubleshooting
Seniority
Senior, hands-on IC
