IT Support Specialist

Job Description

Job Description

Position Summary

This is an ONSITE position located in Dallas, TX, and surrounding sites.

National Capitol Contracting (NCC) is seeking a detail-oriented and technically proficient   IT Support Specialist  to provide critical support to a Federal Agency’s Regional Emergency Operations Center (REOC). In this key role, you will be responsible for ensuring the seamless operation of all conference room systems and collaboration technologies that are vital to emergency response coordination.

Essential Duties and Responsibilities

• End-User Computing: Support desktops, laptops, workstations, monitors, docking stations, printers, peripherals, and other endpoint technologies, including hardware and software installation, configuration, troubleshooting, and maintenance.
• Network and Connectivity Support: Provide first-line troubleshooting and support for LAN/WAN connectivity, TCP/IP, DHCP, DNS, wired and wireless networks, VPN connectivity, network-connected devices, and related infrastructure.
• Microsoft Technologies: Support Microsoft 365 applications and services, including Word, Excel, PowerPoint, Outlook, Teams, SharePoint, OneDrive, and other Microsoft enterprise technologies.
• Collaboration and Conferencing Technologies: Support Microsoft Teams Rooms, video conferencing, audio conferencing, presentation systems, displays, cameras, microphones, speakers, control systems, and associated AV technologies.
• Mobile Technology: Configure, support, and troubleshoot agency-approved mobile devices, including iPhones, iPads, cellular devices, Air Cards, mobile hotspots, and associated connectivity and applications.
• Telecommunications: Support enterprise voice and telecommunications services, including desk phones, softphones, voicemail, conferencing, call routing, and related communications technologies.
• IT Service Management: Utilize ITSM platforms to document, track, prioritize, escalate, and resolve incidents and service requests in accordance with established service-level requirements and agency procedures.
• Systems and Application Support: Provide technical assistance for agency-specific applications, web-based systems, business applications, and operational technologies used within the REOC.
• Account and Access Support: Assist users with authentication, account access, permissions, password-related issues, and other identity and access requirements within established security policies and procedures.
• Hardware and Asset Management: Assist with deployment, inventory, lifecycle management, configuration, tracking, and accountability of IT equipment and other technology assets.
• Fleet and Property Systems: Provide technical support for Fleet, Property Management, and other administrative or operational systems as required.
• Cybersecurity and Compliance: Follow Federal and agency cybersecurity requirements, configuration standards, acceptable-use policies, change-management procedures, and established IT security practices.
• Incident Troubleshooting: Diagnose technical problems across multiple technology domains, identify probable root causes, implement approved corrective actions, and escalate complex issues to appropriate engineering, network, cybersecurity, telecommunications, or application support teams.
• Emergency Operations Support: Provide responsive technical support during emergency activations, exercises, high-visibility events, and other mission-critical operations where system availability and rapid issue resolution are essential.
• Documentation and Knowledge Management: Develop and maintain technical documentation, troubleshooting procedures, equipment inventories, knowledge articles, system configurations, and operational support documentation.
• Cross-Functional IT Support: Coordinate with network, infrastructure, cybersecurity, telecommunications, AV, application, engineering, and vendor support teams to resolve issues that cross multiple technology disciplines.
• Additional Technology Support: Support emerging technologies, new systems, equipment, applications, and other IT requirements as directed by the customer or required to support the evolving mission of the REOC.

• Valid driver's license required; must be able to travel to various job sites as needed.
• Must be able to obtain a Public Trust clearance (Must be able to pass a government background and credit check).
• Associate degree in a related technical IT field or the equivalent combination of education, technical training, or work experience.
• 5+ years of experience in a similar role and in a problem-resolution role and experience supporting MS Office Suite.
• Strong customer service skills.
• Superior organizational skills.
• Prompt, dependable, and able to work outside of core hours if required.
• Strong self-starter and can work independently.
• Demonstrated communication skills within the team and other contractors as well as 3rd party vendors.

Special Position Requirements

Travel: Must have a valid driver's license to travel to surrounding sites.

Schedule:  Monday-Friday, with some evening and weekend hours as needed by customer. The support services are to be provided at a main site in Downtown Dallas, TX, a remote site, and remote field locations as required to support the REOC during both standby and activated modes.

Compensation:

$75,000 - $88,000

The compensation range listed for this position is provided as a good-faith estimate of what the company intends to offer for this role. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, budget, market data, and relevant laws.

NCC provides reasonable accommodations to qualified individuals with disabilities. If you are an applicant who requires a reasonable accommodation, please email us and reference the position in your email.

NCC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristic. E-Verify Employer. VEVRAA Federal Contractor.