IT Customer Support Associate

We are seeking an IT Customer Support Associate to work onsite at our customer's headquarters located in Washington, D.C. As a highly motivated information professional, you will be responsible for obtaining industry-recognised IT certifications while supporting our customers in a deskside support environment.

The Mission Enablement Center (MDEC) is seeking an experienced Enterprise Help Desk (EHD) Tier 1 Agent to join our team on a high-impact government contract for the US Department of the Airforce (DAF). You will deliver front-line technical support to end-users operating within a comprehensive enterprise IT environment spanning multiple classification levels.

Primary Responsibilities

• Possess and demonstrate in-depth knowledge of commonly used IT concepts, practices, and procedures within an Enterprise Help Desk (EHD) environment.
• Attend training during standard business hours and transition to the required operational shift upon completion of training.
• Demonstrate reliable and consistent attendance, punctuality, and dependability in support of daily mission requirements.
• Work as part of a team at a facility in Lorton, VA, with no telework or hybrid work arrangements available.
• Provide account management support and effectively support customers.
• Accurately document EHD tickets in designated EHD tools.
• Identify, research, troubleshoot, and resolve technical issues for end-users.
• Address customer escalations and collaborate with Tier II, Tier III, application owners, and other support teams.
• Understand EHD Service Level Objectives (SLOs) and the Tier 1 role in supporting achievement of those objectives.
• Perform day-to-day EHD operations while ensuring efficiency and adherence to established best practices, processes, and program procedures.
• Work independently with minimal direction or supervision.
• Resolve routine technical problems and issues using established procedures and prescribed solutions.
• Provide input and assist with developing, reviewing, and editing work products.
• Support cross-tier integration to promote consistent, repeatable, and efficient support processes.

Clearance Required

• Active DoD Top Secret/SCI (TS/SCI) clearance, or an active Top Secret (TS) clearance with the ability to obtain SCI eligibility prior to the start date.
• Ability to complete an additional investigation for eligibility after your start date.

Required Experience, Skills, and Education

• High School diploma or equivalent and 3 – 5 years of prior relevant experience.
• U.S. Citizen.
• Active COMPTIA Security+ (or higher) certification or ability to obtain prior to your start date.
• Proven experience working in Service Desk and/or Help Desk environments.
• Proven experience using ticketing systems.
• Excellent customer service, communication, organisational, and technical skills.
• Strong Human-Centered Design and User Experience (HCD/UX) skills.
• Experience ensuring compliance with applicable IT security policies, procedures, and protocols within classified environments.

Preferred Experience, Skills, and Education

• Experience working in or supporting a Network Operations Center (NOC) or Security Operations Center (SOC).
• Experience supporting Air Force Life Cycle Management Center (AFLCMC) programs.
• Relevant professional certifications.
• Advanced or expert-level experience with ServiceNow ITSM and Jira Service Management.
• Experience with knowledge management processes.
• Demonstrated ability to improve customer experience and/or operational performance.