Information Technology Specialist ( Customer Support)

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