Information Technology Specialist ( Customer Support)

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative IT solutions to the Federal Government. We are committed to excellence, innovation, and supporting mission-critical programs that serve our nation. The Information Technology Specialist (Customer Support) provides technical support and systems administration services to ensure the effective operation of enterprise desktop, server, and end-user computing environments. This position serves as a primary point of contact for technical assistance and is responsible for troubleshooting, maintaining, and supporting hardware, software, operating systems, user accounts, and network-connected devices in a highly regulated federal environment. The ideal candidate possesses strong customer service skills, excellent verbal and written communication abilities, and the capability to independently interact with technical teams, management, and non-technical end users. Experience delivering end-user training and software application instruction is highly desirable. Key Responsibilities Provide Tier I, II, and III technical support for desktop, laptop, mobile, and peripheral devices. Troubleshoot and resolve hardware, software, operating system, application, and network-related issues. Support Microsoft Windows 11 workstations and Microsoft Server 2022 environments. Administer and support Microsoft Office 365 (M365) applications, including Outlook, Word, Excel, PowerPoint, Teams, and OneDrive. Manage Exchange and Outlook client configurations, troubleshooting email and connectivity issues. Create, modify, disable, and maintain user accounts, groups, and permissions within Active Directory. Utilize ServiceNow to track, document, prioritize, and resolve service requests and incidents. Deploy, configure, and maintain desktop and server systems using System Center Configuration Manager (SCCM). Monitor system performance and operational health using System Center Operations Manager (SCOM). Support Windows Operating System Deployment (OSD) processes, including imaging, software deployment, and system upgrades. Assist with SAP user administration activities, including basic user account management and access support. Document technical procedures, troubleshooting steps, and system configurations. Provide technical guidance and training to end users on software applications and technology tools. Collaborate with infrastructure, networking, cybersecurity, and application support teams to resolve complex technical issues. Ensure compliance with agency policies, security standards, and federal IT regulations. Participate in system upgrades, migrations, testing, and implementation activities. Maintain a high level of customer satisfaction while supporting users in a fast-paced, mission-critical environment. Required Qualifications Education Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical discipline. Equivalent experience may be considered in lieu of a degree. Experience Experience providing Help Desk Administration, Desktop Support, or Customer Support services in an enterprise environment. Experience supporting Microsoft Windows operating systems and Microsoft Office 365 environments. Experience administering Active Directory user accounts and permissions. Experience utilizing enterprise ticketing systems such as ServiceNow. Experience troubleshooting desktop hardware, software, and network connectivity issues. Ability to work independently while effectively supporting end users and collaborating with technical teams. Strong verbal and written communication skills. Technical Knowledge Demonstrated understanding of: Help Desk Administration and End User Support Computer Systems Analysis and Design Networking and Infrastructure Concepts Computer Hardware and Software Support Business and Management Information Systems Principles Enterprise Desktop Administration System Monitoring and Configuration Management Preferred Qualifications Experience training or teaching software applications to end users. Experience supporting federal government environments. Experience with SCCM administration and software deployment. Experience with SCOM monitoring and alert management. Experience with Windows Operating System Deployment (OSD). Basic SAP user management experience. Knowledge of cybersecurity best practices and federal IT security requirements. Experience supporting hybrid and remote workforce environments. Technical Environment Microsoft Windows 11 Microsoft Server 2022 Microsoft Office 365 (M365) Microsoft Exchange / Outlook Active Directory System Center Configuration Manager (SCCM) System Center Operations Manager (SCOM) ServiceNow Windows Operating System Deployment (OSD) SAP (Basic User Management) Desired Competencies Exceptional customer service and interpersonal skills Strong troubleshooting and analytical abilities Excellent written and verbal communication skills Ability to prioritize multiple tasks in a fast-paced environment Team-oriented with the ability to work independently Strong organizational and documentation skills Commitment to delivering high-quality technical support and customer satisfaction #J-18808-Ljbffr