Posted today
Top Secret/SCI
Entry Level (less than 2 yrs experience)
Unspecified
No Traveling
IT - Networking
Omaha, NE (On-Site/Office)
Customer Support Specialist Position Description
Department: Infrastructure and Programs, IT Systems and Support Branch
Reports To: Sean Licari
Position Type: Full Time
Duration: Summer 2026/Fall2026/Spring 2027
Wage: $60K Yearly Salary
Reporting to the IT Systems and Support Branch Lead, the Customer Support Specialist provides first-line technical support for NDRC production environments and assigned projects. The role serves as the initial point of contact for user issues, break/fix incidents, access-related requests, and unclassified event support, performing routine operational tasks and maintaining technical documentation within approved knowledge repositories, all within the limits of authorized access and established IT processes. The position also supports NDRC workforce development initiatives and the mission of interim Research, Engineering, and Architecture Collaboration Hub (iREACH) in coordination with designated stakeholders. The Customer Support Specialist will:
Database Operations and Maintenance
Assist the Director of Workforce Development to create opportunities to enhance or expand the adoption of a GOTS tool to support NDRC’s strategic mission objectives that support technology transfer and software development activities that provide innovative and resilient solutions.
Support the development and maintenance of the NDRC contact and collaborative partnership database, intended to support ongoing analysis and collaboration with government stakeholder offices. This program shall further attain the following goals under NDRC’s Partnership Intermediary Agreement Articles:
11.1.1 Market Research and Small Business Tech Scouting
11.1.4 Tracking of emergent capabilities from academia, COTS, as well as independent research and development, and grants and contracts from the Government or third parties.
37.1 Annual and final technical reports.
Customer Support
Serve as the first-line technical support, including account access assistance and broader break/fix incidents on NDRC iREACH production environments, triaging and resolving issues within the limits of authorized access.
Provide technical and hardware support for events conducted at the NDRC iREACH, within the limits of authorized access.
Capture and maintain resolution documentation within the NDRC ticketing system and approved knowledge repositories to support ongoing knowledge continuity, within the limits of authorized access.
Document results of research, developments, and outcomes including vectors identifying possible system improvements. Create and update current documentation for system configurations, and user guides as it pertains to select projects.
Other duties as assigned by the NDRC Executive Director, Deputy Executive Director, and IT Systems and Support Branch Lead.
Unclassified Lab
Assist in establishing an unclassified lab environment as scoped and defined by the Systems Engineer to support the demonstration range capabilities of the iREACH.
Intern Support
As needed, provide technical guidance and leadership for the NDRC interns throughout the projects and deliverables tasked.
Minimum Qualifications
Bachelor’s degree in a related technical field, or one to two (1–2) years of demonstrated experience in a technical support or help desk environment.
Must be able to obtain and retain a Top-Secret U.S. government security clearance, with eligibility for Sensitive Compartmented Information (SCI) access.
Knowledge, Skills, and Abilities
Experience supporting or contributing to technical projects
Working knowledge of scripting, coding, or automation concepts
Ability to understand and troubleshoot complex technical problem sets
Strong teamwork, communication, and customer-service skills
Demonstrated integrity and professional ethics
Working knowledge of Windows 10 and Windows 11 user environments
Basic understanding of user profiles, local versus domain accounts, and common operating system troubleshooting steps
Familiarity with system settings, device drivers, and peripheral support
Understanding of account lifecycle concepts, including account access changes, password resets, and lockouts
Awareness of identity verification requirements and access control boundaries
Familiarity with centralized directory and authentication concepts
Experience working within a ticketing system to track incidents and service requests
Understanding of issue prioritization, escalation paths, and documentation expectations
Foundational understanding of networking concepts such as IP addressing, DNS, and basic connectivity troubleshooting
Ability to distinguish between endpoint, network, and service-level issues
Familiarity with common IT hardware, including workstations, monitors, peripherals, and basic AV components
Awareness of security best practices and the principle of least privilege
Ability to clearly document issue resolutions for reuse in project-specific knowledge repositories
Department: Infrastructure and Programs, IT Systems and Support Branch
Reports To: Sean Licari
Position Type: Full Time
Duration: Summer 2026/Fall2026/Spring 2027
Wage: $60K Yearly Salary
Reporting to the IT Systems and Support Branch Lead, the Customer Support Specialist provides first-line technical support for NDRC production environments and assigned projects. The role serves as the initial point of contact for user issues, break/fix incidents, access-related requests, and unclassified event support, performing routine operational tasks and maintaining technical documentation within approved knowledge repositories, all within the limits of authorized access and established IT processes. The position also supports NDRC workforce development initiatives and the mission of interim Research, Engineering, and Architecture Collaboration Hub (iREACH) in coordination with designated stakeholders. The Customer Support Specialist will:
Database Operations and Maintenance
Assist the Director of Workforce Development to create opportunities to enhance or expand the adoption of a GOTS tool to support NDRC’s strategic mission objectives that support technology transfer and software development activities that provide innovative and resilient solutions.
Support the development and maintenance of the NDRC contact and collaborative partnership database, intended to support ongoing analysis and collaboration with government stakeholder offices. This program shall further attain the following goals under NDRC’s Partnership Intermediary Agreement Articles:
11.1.1 Market Research and Small Business Tech Scouting
11.1.4 Tracking of emergent capabilities from academia, COTS, as well as independent research and development, and grants and contracts from the Government or third parties.
37.1 Annual and final technical reports.
Customer Support
Serve as the first-line technical support, including account access assistance and broader break/fix incidents on NDRC iREACH production environments, triaging and resolving issues within the limits of authorized access.
Provide technical and hardware support for events conducted at the NDRC iREACH, within the limits of authorized access.
Capture and maintain resolution documentation within the NDRC ticketing system and approved knowledge repositories to support ongoing knowledge continuity, within the limits of authorized access.
Document results of research, developments, and outcomes including vectors identifying possible system improvements. Create and update current documentation for system configurations, and user guides as it pertains to select projects.
Other duties as assigned by the NDRC Executive Director, Deputy Executive Director, and IT Systems and Support Branch Lead.
Unclassified Lab
Assist in establishing an unclassified lab environment as scoped and defined by the Systems Engineer to support the demonstration range capabilities of the iREACH.
Intern Support
As needed, provide technical guidance and leadership for the NDRC interns throughout the projects and deliverables tasked.
Minimum Qualifications
Bachelor’s degree in a related technical field, or one to two (1–2) years of demonstrated experience in a technical support or help desk environment.
Must be able to obtain and retain a Top-Secret U.S. government security clearance, with eligibility for Sensitive Compartmented Information (SCI) access.
Knowledge, Skills, and Abilities
Experience supporting or contributing to technical projects
Working knowledge of scripting, coding, or automation concepts
Ability to understand and troubleshoot complex technical problem sets
Strong teamwork, communication, and customer-service skills
Demonstrated integrity and professional ethics
Working knowledge of Windows 10 and Windows 11 user environments
Basic understanding of user profiles, local versus domain accounts, and common operating system troubleshooting steps
Familiarity with system settings, device drivers, and peripheral support
Understanding of account lifecycle concepts, including account access changes, password resets, and lockouts
Awareness of identity verification requirements and access control boundaries
Familiarity with centralized directory and authentication concepts
Experience working within a ticketing system to track incidents and service requests
Understanding of issue prioritization, escalation paths, and documentation expectations
Foundational understanding of networking concepts such as IP addressing, DNS, and basic connectivity troubleshooting
Ability to distinguish between endpoint, network, and service-level issues
Familiarity with common IT hardware, including workstations, monitors, peripherals, and basic AV components
Awareness of security best practices and the principle of least privilege
Ability to clearly document issue resolutions for reuse in project-specific knowledge repositories
group id: 91166700
