IS/IT Specialist Level I

Description:

Information Systems Solutions (ISS) is seeking a proactive and detail-oriented IT Specialist Level I to serve as the first point of contact for technical support. This role is ideal for a professional with a solid educational background and hands-on helpdesk experience who can diagnose and resolve a wide range of hardware, software, and network issues while maintaining high levels of user satisfaction. This position will support the Joint Staff J7 Joint Training DevSecOps pipeline core infrastructure and data center in Suffolk, VA. The selected candidate will be responsible for supporting the Deputy Directorate, Joint Training (DDJT).

This role is 100% onsite.

Specific duties include, but are not limited to the following:

• Provide Tier 1 technical assistance for end-users via phone, email, chat, or in-person in a fast-paced environment, effectively managing multiple support requests and prioritizing tasks to ensure timely resolution.
• Diagnose and resolve hardware, software, and peripheral issues (printers, mobile devices, etc.) within our virtualized environment, utilizing your knowledge of Omnissa Horizon Client and other key technologies. Demonstrated ability to analyze technical issues, identify root causes, and implement effective solutions.
• Utilize ticketing systems (e.g., Jira, Enterprise Helpdesk) to document, track, and close support requests while meeting service level agreements (SLAs).
• Perform account management tasks such as username verification, password resets and user CAC PIV or SIPR token accuracy verification using Active Directory.
• Assist with imaging, configuring, and deploying new workstations to include physical and virtual devices.
• Identify complex issues and accurately route them to Tier 2 or Tier 3 support teams when necessary.

Why Work For ISS?

At ISS we pride ourselves on providing an employee-focused and family first environment. Being a small business, we take the time to get to know our employees and have a vested interest in helping them achieve their career goals. We work to schedule regular social gatherings within the company to foster camaraderie. ISS values their employees by providing a comprehensive benefits package that includes a fully vested 401(k) matching program, coverage of family medical deductibles, spot bonuses, and educational assistance to further your career.

Requirements:

Clearance Level

• Secret clearance

Certifications (IAT Level II)

One of the following:

• CCNA-Security
• CySA+
• GICSP
• GSEC
• Security+ CE
• CND
• SSCP

And

• Functional area certification (required prior to start date)

Qualifications:

• A bachelor’s degree in information technology, computer science, or a related field; OR a minimum of five (5) years of hands-on experience in a helpdesk or technical support environment.
• Proficiency in Windows 10/11, Microsoft 365 apps, basic networking concepts (TCP/IP, DNS, DHCP), ActivClient and 90-Meter Software, and GVS Collaborative Tool.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong interpersonal skills and a patient, "user-first" attitude.