Product Support Representative Tier II

BOOST delivers integrated back-office and technology solutions that empower government contractors to focus on their core mission and thrive in a competitive landscape. We bring deep expertise in cybersecurity, compliance, accounting, contracts, human resources, recruiting, and strategic advisory to solve the operational challenges faced by government contractors. We partner with our clients to navigate the complexities of government contracting, enabling them to scale with confidence. This role is full-time and fully remote, reflecting BOOST’s virtual company culture.

Our technology practice is dedicated to fulfilling the cybersecurity, compliance, and IT requirements of government contractors. GovCon Enclave is a pioneering CMMC-compliant enclave solution designed to deliver a comprehensive, easily implemented, and fully managed cybersecurity compliance solution tailored for government contractors handling Controlled Unclassified Information (CUI).

Role Overview

We are seeking a Product Support Representative who can manage technical “how-to” queries while acting as a vital link in our compliance chain. You will provide Tier II service desk support in Windows environments while systematically collecting and validating technical evidence (logs, screenshots, configurations) required for compliance audits. This role is ideal for a support professional who is highly organized and understands that a “fixed” ticket isn’t complete until the compliance artifacts are documented.

Key Responsibilities

• Technical Troubleshooting – Diagnose and resolve complex software issues within Windows Virtual Desktop environments, registry settings, and user permissions.
  

• Compliance Evidence Collection – Proactively gather, label, and store technical artifacts (e.g., Audit Logs, system configuration snapshots, and Access Control Lists) to support internal and external audits.
  

• End-User Service Desk – Manage the full lifecycle of support requests via ticket systems, ensuring high CSAT scores through clear communication.
  

• Documentation – Maintain a rigorous audit trail of all system changes and user support actions to ensure audit readiness at all times.
  

Qualifications

Required:

• 1–4 years in an IT Service Desk, Windows Administration, or Technical Support role.
  

• Deep familiarity with Windows 10/11 and Windows Server.
  

• Compliance Mindset – experience with (or interest in) CMMC, NIST 800-171, or SOC2 frameworks.
  

Preferred:

• Linux Skills – Experience with Linux command line (CLI), shell scripting, or basic administration (Ubuntu/RHEL) is a significant plus.
  

• Certifications – CompTIA Security+, Microsoft SC-900, or Linux+.
  

Work Authorization Requirements

• Must be a U.S. Citizen.
  

This Role Requires:

• Meticulous attention to detail and commitment to accuracy – Tickets, logs, and compliance artifacts must be handled with precision and thoroughness.
  

• Strong analytical and problem-solving capabilities – You can diagnose complex technical issues methodically and document your process clearly.
  

• Ability to translate complex requirements into clear, actionable guidance – You bridge the gap between technical troubleshooting and compliance documentation for both internal teams and auditors.
  

• Process-oriented mindset with focus on efficiency and quality – You follow established procedures while identifying opportunities to improve workflows.
  

• Proactive problem-solving with minimal supervision – You anticipate compliance gaps and address them before they become audit findings.
  

What Success Looks Like

• Meticulous attention to detail and commitment to accuracy – Every ticket, log, and compliance artifact is handled with precision and thoroughness.
  

• Proactive compliance ownership – You identify gaps in documentation and evidence collection and address them before they become audit findings.
  

• Client satisfaction – Clients feel heard, supported, and confident in the platform. You close tickets with clarity and follow up proactively.
  

• Self-direction and accountability in a fully remote environment – You thrive working independently, manage your time effectively, and proactively communicate with team members across time zones.
  

• Collaborative mindset – You work seamlessly across teams to deliver integrated solutions and prioritize client success over silos.
  

• Adaptability and growth orientation – You embrace change, contribute to process improvements, and help build scalable systems as the organization grows.
  

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
  

• Close vision required.
  

Compensation and Benefits:

• Salary: $60,000 – $90,000 commensurate with experience
  

• Comprehensive benefits package
  

• Remote work environment
  

• Opportunity to grow with a scaling company
  

BOOST LLC is proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to persons without regard to race, creed, color, religion, national origin, sex, gender identity, marital status, citizenship status, age, veteran status or disability.

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