Technical Support Specialist

Job Type

Full-time

Description

Primary Location:

Clearance: Active Secret

Ability to work remotely: No

Job Summary

Obsidian Solutions Group is seeking a dedicated Technical Support Specialist to provide comprehensive IT help desk and technical support services for government customers. The Technical Support Specialist will serve as the first point of contact for end users experiencing technical issues, providing timely troubleshooting, problem resolution, and excellent customer service. This role requires strong technical knowledge of computer systems, networks, and security protocols, combined with exceptional communication skills and a commitment to customer satisfaction.

Specific Responsibilities

• Provide tier 1 and tier 2 technical support to end users via phone, email, and ticketing system
• Troubleshoot and resolve issues related to computer networking, protocols, and security
• Monitor system performance and availability to ensure optimal operation
• Support network access, identity, and access management including Public Key Infrastructure (PKI)
• Configure and troubleshoot remote access technologies for users
• Apply systems administration concepts to resolve technical issues
• Utilize common network tools including ping, traceroute, and lookup for diagnostics
• Troubleshoot electronic device functionality including computers, network components, and peripherals
• Execute operating system command line operations (ipconfig, netstat) for troubleshooting
• Support cloud computing environments across SaaS, IaaS, and PaaS service models
• Troubleshoot network protocols including TCP/IP, DHCP, and DNS
• Apply cybersecurity principles and identify potential threats and vulnerabilities
• Ensure compliance with national and international cybersecurity laws, regulations, and ethics
• Enforce organizational IT user security policies including account management and access control
• Protect sensitive data in accordance with data security standards (PII, PCI, PHI)
• Follow information classification, compromise procedures, and incident management processes
• Conduct risk assessments and implement mitigation strategies
• Analyze incident data to identify trends and recommend improvements
• Apply service desk best practices to deliver exceptional customer service
• Develop and deliver technical training to end users as needed
• Maintain incident tracking and solution database for knowledge management
• Utilize trouble ticketing systems to document incidents, problems, and events
• Develop and maintain Standard Operating Procedures (SOPs) for technical support processes
• Escalate complex issues to higher-tier support or specialized teams as appropriate
• Communicate technical information clearly to both technical and non-technical users

Requirements

Required Qualifications

• Two (2) years of related experience in industry, federal, or DoD Information Technology (IT)/Help Desk support
• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred
• DOD 8570 IAT I certifications required (A+ and Security+ or equivalent)
• Active Secret, Top Secret, or TS/SCI clearance required
• Strong knowledge of computer networking concepts, protocols, and security methodologies
• Experience with system performance and availability monitoring
• Understanding of network access, identity, and access management (e.g., Public Key Infrastructure)
• Proficiency with remote access technologies
• Knowledge of systems administration concepts
• Experience using common network tools (ping, traceroute, nslookup)
• Strong understanding of electronic device functionality (computers, network components, peripherals)
• Proficiency with operating system command line execution (ipconfig, netstat)
• Knowledge of cloud computing service and deployment models (SaaS, IaaS, PaaS)
• Understanding of network protocols (TCP/IP, DHCP, DNS)
• Knowledge of cybersecurity principles, threats, and vulnerabilities
• Understanding of national and international cybersecurity laws, regulations, and ethics
• Experience implementing organizational IT user security policies (account management, access control)
• Understanding of data security standards (PII, PCI, PHI)
• Knowledge of information classification, compromise procedures, and incident management processes
• Understanding of risk management processes (assessment and mitigation)
• Experience with incident data analysis and trend identification
• Knowledge of service desk best practices
• Excellent customer service and communication skills
• Experience developing and delivering technical training
• Proficiency with incident tracking and solution database management
• Experience with trouble ticketing system utilization (incident, problem, event documentation)
• Experience developing and maintaining Standard Operating Procedures (SOPs)
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong organizational and time management skills

Physical Requirements and Work Environment

• Typical office environment with standard computer workstation setup
• May require extended periods of sitting and computer use
• Ability to work in secure facilities and handle classified information
• May require occasional lifting of computer equipment up to 30 lbs
• Ability to work flexible hours including evenings or weekends if required for support coverage

Travel

• Minimal travel required, typically less than 5%

Company Description

Obsidian Solutions Group LLC (OSG) is a fast-growing professional services firm based in Fredericksburg, VA. We create value for our customers by delivering technology-enabled & mission-oriented technical solutions that solve complex problems, protecting people, information, and assets. Our core capabilities are in providing Enterprise IT, Intelligence Analysis, Production & Development and Knowledge-Based Professional Services Solutions that enable the customer's mission. Obsidian Solutions Group LLC is a certified 8(a), service-disabled, veteran-owned small business.

A career at Obsidian Solutions Group means you are able to put your expertise, credentials, and talents to great use working with customers in the DOD and Intelligence Community, while enjoying the excitement of working in a fast-growing organization committed to making a difference for our customers and in our community. Contribute independently and collaboratively alongside our amazing team of doers and thinkers. Obsidian Solutions Group is small enough to offer a family atmosphere yet large enough to deliver a highly competitive compensation package. We hire and retain the best in the industry, offering exceptional benefits that protect the well-being of our employees, their spouses and domestic partners, and their families.

Our corporate philosophy is centered on hiring and retaining employees with the requisite skills, professional experience, personal commitment, and ethical standards necessary to foster a culture of operational excellence necessary to surpass our customer's expectations.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Obsidian Solutions Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, protected veteran status, and any other non-merit factor, or any other characteristic protected by law.