IT Support Specialist, Journeyman

Job Type: Full- Time

Workplace Type: Onsite

Clearance: TS/SCI

Must be a U.S. Citizen

Job Summary

Castalia Systems is seeking a Journeyman IT Support Specialist, to support our client onsite as the primary point of contact for all end-user IT service requests within an Intelligence Network Enterprise.

Roles And Responsibilities

A qualified candidate will perform the following duties and responsibilities, but are not limited to:

• Provide direct, on-site support for approximately 700 users and associated workstations, peripherals (printers, scanners), and software across all networks.
• Responsible for Tier 1 and Tier 2 troubleshooting, user account management, workstation support, and VTC scheduling to ensure sustained productivity for all personnel.
  
  

Required Qualifications

• HS diploma or GED and 9 years of experience in a professional work environment, or Associate’s degree and 7 years of experience in a professional work environment, or Bachelor’s degree and 3 years of experience in a professional work environment.
• CompTIA Security and/or DoD 8570-compliant IAT Level II Certification.
• 3 years of experience in a user-facing IT operations environment as a Help Desk technician, including the use of IT service management (ITSM) tools and tracking software.
• Experience with customer service providing technical support to end users either in person, through email, or over the phone, including troubleshooting hardware and software issues across IT assets, including NIPR, SIPR, and JWICS desktops, VOIP phones, (D)VTCs, printers, and peripheral devices.
• Experience with installing, configuring, analyzing, diagnosing, troubleshooting, and resolving end user IT issues, including break-fix steps for hardware and software on Windows operating systems.
• Experience with managing user accounts, permissions, and access controls across various systems, networks, and applications: including creating, enabling, provisioning and deactivating user accounts.
• Excellent attention to detail and working on multiple projects to identify, track, monitor, and prioritize technical issues and service requests with exceptional professional customer-facing skills.
• Experience with organizing data, establishing file structures, maintaining accurate records, ensuring timely follow-up and resolution, and capturing and storing information accessible to authorized users.
• Familiarity with VTC scheduling systems and basic VTC hardware/software troubleshooting.
• Understanding of basic network connectivity and Active Directory user management.
• Experience managing hardware and software inventory, including receiving, inspecting, documenting, and tracking all IT assets in accordance with Army supply discipline and policies.
  
  

Preferred Qualifications

• Experience performing Tier 1-2 troubleshooting and resolution for hardware, software, and connectivity issues by isolating faults, repairing equipment, applying approved software patches, and performing backup/recovery operations as needed.
• Experience managing the lifecycle of classified user accounts, including creation, modification, and deletion, across multiple domains and operating systems.
• Experience installing, configuring, and maintaining government-approved COTS/GOTS software, including the Microsoft Office suite, on classified workstations.
• Knowledge of proper turn-in and disposal of lifecycle-replaced equipment procedures.
• Experience coordinating with clients and stakeholders across Intelligence Community, DoD, Army, Joint Staff, and/or other government entities to problem solve.
• Experience with managing entitlements and working in ATCTS.
• Experience using Microsoft Office products, including SharePoint, Teams, Excel, PowerPoint, Word.
• Experience with IT Asset Management.
• Experience conducting assessments to baseline processes, taxonomy structures and architecture, including the creation of end user guides and Standard Operating Procedures (SOPs).
• Experience with Kanban, Agile, or project management applications and methodologies.
• Certified Information Systems Security Professional (CISSP), CompTIA Network , or Information Technology Infrastructure Library (ITIL) certification(s).
  
  

Physical Requirements/Work Environment

• Normal office environment.
  
  

Travel

• Less than 5%.
  
  

Company Description

Castalia Systems is a proven business partner providing mission critical solutions to the Federal Government. We provide cutting edge solutions from Securing and Managing Data to Systems Engineering and Development. Castalia Systems is a pioneer in Artificial Intelligence Design and Application.

With our vast knowledge of our customers’ needs and relevant technology, our team is able to bring successful solutions to every mission. We are one-upping our competitors by providing premium IT solutions and platforms with cutting-edge technology so it’s so evident when you compare us with anyone.

Compensation

At Castalia Systems, we provide you with opportunities and choices and support your total well-being. Our benefits include: Medical, dental, vision coverage, 401k matching, generous PTO, paid holidays, professional training opportunities, and even pet insurance to ensure your furry friends are cared for too. All regularly scheduled employees working at least 30 hours per week are eligible to participate in Castalia Systems’ benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits.

Salary at Castalia Systems is determined by various factors, including but not limited to location, position knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $115,000.00 to $120,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Castalia Systems’ total compensation package for employees.

Disclaimer

Castalia Systems is an equal employment opportunity and affirmative action employer and strives to comply with all applicable laws prohibiting discrimination based on race, color, creed, sex, sexual orientation, age, national origin, or ancestry, physical or mental disability, veteran status, marital status, HIV-positive status, as well as any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the company are prohibited from engaging in this type of conduct.