Knowledge Management IT Support Specialist
Core
Deliver Tier 1/2 IT support and maintain enterprise knowledge bases for hardware, software, and network access across classified DoD networks.
Role type
Senior IC IT Support Specialist (Knowledge Management)
Builds
IT service requests, knowledge base articles, SOPs, user guides, and FAQs
Domain
Defense / IT Infrastructure
Required skills
IT support, ITSM tools, Active Directory, network troubleshooting, documentation, security clearance
Preferred skills
DoD Combatant Command support, HDI certification, KCS Fundamentals, ITIL Foundation, Section 508 compliance
Technologies
ServiceNow, BMC Remedy, Jira, Active Directory, Microsoft 365, SharePoint, VPN
Responsibilities
Deliver Tier 1 and Tier 2 technical support for hardware, software, and network access; Receive, record, track, and resolve IT service requests through enterprise ticketing platforms; Image and deploy workstations; Diagnose system irregularities and connectivity issues; Develop, maintain, and improve the enterprise IT knowledge base; Convert technical workflows into standardized knowledge base articles, SOPs, and user guides.
Seniority
Mid-Senior, hands-on IC