Customer Support Specialist

Customer Support Specialist
Innovatus Technology Consulting
Dahlgren, VA

Position Overview
Innovatus Technology Consulting is seeking a Customer Support Specialist to provide responsive technical assistance to users in a secure government environment. The role focuses on troubleshooting hardware, software, and network issues, supporting system refreshes, managing shared resources, and ensuring timely resolution of user requests.

Key Responsibilities

• Apply diagnostic techniques to identify problems, investigate root causes, and recommend solutions for common failures involving hardware, software, and network-related issues.
• Assist users with data migrations during Tech Refresh activities.
• Monitor the organizational mailbox and ensure timely responses to user support requests.
• Provide public folder management support, including permissions and administrator roles.
• Manage shared drives, including administrative duties, training content managers, and performing configuration management.
• Maintain and develop IT-related procedures required to support the organization.

Required Qualifications

• Minimum of two (2) years of relevant experience.
• High School Diploma (Bachelor’s degree preferred).
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to multi-task and collaborate with others to resolve IT issues.
• Understanding of current Microsoft-supported Windows operating systems.
• High level of competency in written and oral communication.
• DoD 8570 IAT Level II compliant (e.g., Security+) at time of hire.
• Ability to communicate effectively with employees at all levels and external contacts.
• Strong interpersonal skills, sound judgment, and the ability to work independently or as part of a team.
• Intermediate to advanced proficiency in Microsoft Office suite (Word, Excel, Outlook, PowerPoint).

Preferred Qualifications

• Knowledge of the installation, maintenance, and administration of computer systems in a LAN/WAN environment.
• Familiarity with Department of Defense (DoD) networking and security accreditation processes and procedures.
• Working knowledge of Windows Active Directory and current NMCI policies and procedures.

Security Clearance
Must be able to obtain and maintain a security clearance at the Secret level. U.S. citizenship is required for Secret clearance eligibility at this location.

About Innovatus Technology Consulting
Innovatus Technology Consulting delivers technology solutions and support services to government and commercial clients. This position is based in Dahlgren, VA.