What are the responsibilities and job description for the Help Desk Specialist (Senior) position at Cybersecurity and Information Technology Services and Consulting?
Company Description Cybersecurity and Information Technology Services and Consulting (CITSC, LLC) is a veteran-owned firm specializing in information technology and cybersecurity services. CITSC specialize in Risk and Vulnerability Management, network and systems support, AI technology, and cloud services. CITSC serves Federal, State, and Local government agencies as well as private sector organizations. Our team is dedicated to delivering innovative, practical solutions that address complex operational and security challenges for our clients. Team members will be joining a mission-driven environment that values expertise, integrity, and continuous improvement.
Role Description The Help Desk Specialist (Senior) is a full-time, remote role responsible for providing advanced technical support to end users across diverse environments. Day-to-day responsibilities include diagnosing and resolving hardware, software, and network issues for desktop computers and related peripherals, as well as managing help desk tickets from intake through resolution. The specialist will guide users through troubleshooting steps, document issues and solutions, and escalate complex problems when necessary. This role collaborates with IT and cybersecurity teams to ensure secure configurations, support system updates, and contribute to knowledge base documentation. The position requires clear communication, strong customer service skills, and the ability to work independently while maintaining high service standards.
Qualifications
- Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, Engineering, Business, or related technical discipline required.
- 3 years of equivalent experience in a related technical field may be substituted in lieu of degree requirements.
- 7 years of experience within a business IT environment supporting PC hardware, enterprise applications, or client/server environments.
- 5 years of comprehensive experience supporting PC operating systems including Windows environments and Help Desk operations.
- 5 years administering large-scale Active Directory environments.
- 5 years managing server hardware and software utilizing Microsoft Server operating systems.
- 3 years providing user and infrastructure support within a Help Desk or Service Desk environment.
- Strong knowledge of:
- Networking concepts
- OSI/OST model
- TCP/IP
- DNS
- DHCP
- Active Directory
- User, computer, and group administration
- Active Directory replication
- Server administration
- Hardware troubleshooting and repair
- Windows Server operating systems
- Demonstrated ability to communicate effectively both orally and in writing.
- Strong customer service orientation with the ability to support users in fast-paced enterprise environments.
Value Add:
- Microsoft certifications such as:
- Microsoft Certified: Windows Server Hybrid Administrator Associate
- Microsoft Certified Systems Administrator (MCSA)
- Microsoft Certified Solutions Associate/Expert (MCSA/MCSE)
- Experience supporting Maryland State Government or other public sector enterprise environments preferred.
- Familiarity with ITIL processes, service management frameworks, and enterprise ticketing systems.
- Experience supporting enterprise security compliance, endpoint management, and infrastructure modernization initiatives.
- Knowledge of scripting and automation technologies including PowerShell or related tools preferred.