Tech Operations Support Specialist, Tier 2 (Corporate)

Position Title: Tech Operations Support Specialist, Tier 2 (Corporate)

Requisition #: 268

Position Type: Exempt

Location: Stafford, VA

Work Environment: On Site

Davis Defense Group, Inc. has secured a stellar reputation as one of the premier Women-Owned Small Business (WOSB) in the aerospace and defense industry, steadfastly supporting the Department of Defense since 2002. A critical combination of vision and dedication to excellence has helped our customers achieve numerous significant milestones on schedule and within budget. Today we employ over 700 personnel around the globe in a mix of analytical, advisory, technical, and support positions. The common thread across our organization is our commitment to our customers and an unwavering dedication to our principle motto: “Mission Focused, Future Ready. Innovating today, Leading tomorrow.”

Functional Description:

We are seeking a skilled Tier 2 Support Analyst to join our dynamic IT support team. This role requires a technical professional who can provide advanced technical support across multiple platforms and technologies while maintaining excellent communication with stakeholders at all levels. The position involves significant travel (30-35%) and support across multiple time zones and countries. This role offers an excellent opportunity for a technical professional to grow their career while working with cutting-edge technologies and supporting a global organization. The ideal candidate will thrive in a fast-paced environment and enjoy the variety that comes with supporting diverse technical platforms and international teams.

Working Conditions

• Position requires flexibility for travel and support
• May require work outside standard business hours to support global operations
• On-call responsibilities may be required for critical system support
• Must be able to lift and transport technical equipment during travel assignments

Duties and Responsibilities:

Technical Support & Infrastructure Management

• Configure, install, and monitor Cisco Meraki firewalls and wireless access points
• Manage and administer Cisco firewall solutions and network infrastructure
• Configure and manage Duo multi-factor authentication systems
• Administer Microsoft Entra ID (Azure Active Directory) including user management, conditional access policies, and security configurations
• Configure, manage, and monitor Microsoft Office 365 and Exchange Online environments
• Manage Microsoft SharePoint sites, permissions, and content organization
• Provide device management support for Microsoft Windows 11, Apple macOS, Android, and iOS/iPadOS platforms
• Utilize ZenDesk for internal ticket management, configuration, and workflow optimization
• Administer and manage Microsoft Intune for device compliance, application deployment, and endpoint security
• Develop and execute PowerShell scripts for automation, system management, and troubleshooting

Security & Compliance

• Maintain and update asset inventory management systems
• Identify, assess, and remediate security vulnerabilities across the technology stack
• Ensure compliance with organizational security policies and procedures
• Monitor system performance and security alerts across multiple platforms

Communication & Leadership Support

• Provide technical support and consultation to Executive leadership
• Communicate complex technical concepts clearly to both technical and non-technical audiences
• Deliver exceptional written and oral communication in all stakeholder interactions
• Escalate critical issues appropriately while maintaining professional composure

Knowledge Management & Training

• Develop and deliver technical training programs for end users and junior staff
• Create, maintain, and update comprehensive knowledge base articles
• Document procedures, troubleshooting guides, and best practices
• Contribute to continuous improvement of support processes and documentation

Travel & Global Support

• Travel to various locations with limited notice as business needs require (30-35% travel expectation) to east coast office locations
• Provide remote technical support across multiple time zones and international locations
• Conduct on-site installations, configurations, and troubleshooting
• Support remote teams and international offices during business hours and emergency situations

Required Experience:

Technical Skills

• Proven experience with Cisco Meraki and Cisco firewall configuration, installation, and monitoring
• Hands-on experience with multi-factor authentication management
• Strong background in Microsoft Entra ID configuration, management, and monitoring
• Extensive experience with Microsoft Office 365 and Exchange Online administration
• Proficiency in Microsoft SharePoint configuration and management
• Experience managing diverse device platforms: Windows 11, macOS, Android, and iOS/iPadOS
• Working knowledge of ZenDesk ticketing system configuration and usage
• Experience with asset inventory management systems
• Demonstrated ability in vulnerability identification and remediation
• Experience with Microsoft Intune for device management and endpoint security
• Proficiency in Microsoft PowerShell for scripting, automation, and troubleshooting

Communication & Leadership Skills

• Highly effective written and oral communication skills
• Proven experience supporting and communicating with Executive leadership
• Strong presentation and training development capabilities
• Ability to translate technical concepts for various audience levels

Additional Requirements

• Ability to travel with limited notice (30-35% travel expectation)
• Flexibility to remotely support operations across multiple time zones and countries
• Strong problem-solving and analytical thinking skills
• Ability to work independently and manage multiple priorities
• Professional demeanor and customer service orientation

Desired Experience:

• Relevant industry certifications (Cisco, Microsoft, etc.)
• Experience in regulated or compliance-focused environments
• Previous experience in global or multi-location organizations
• Project management experience
• ITIL or similar service management framework knowledge

Education Requirements:

BA/BS degree in related field or supplemental experience is required

When we review candidates' information, we are looking for the best matches for the position based on the qualifications listed in the job posting. If your skills and experience appear to match an open position, a recruitment services professional or a hiring manager may contact you.

Davis Defense Group, Inc. is committed to maintaining the highest standards of professionalism, integrity and efficiency in our recruitment and hiring processes. As part of our dedication to these values, DDG does not engage with or entertain the services of third-party recruiting agencies for our staffing needs. Thank you for your understanding and cooperation.

At DDG, employment decisions are based on an individual’s capabilities and qualifications. We do not discriminate on the basis of race, color, religion, creed, age, sex, disability, veteran status, marital status, national origin, sexual orientation, gender identity, or any other characteristic protected by law. This commitment to equal opportunity applies to all aspects of employment, including recruitment, hiring, promotions, transfers, terminations, compensation, benefits, and other terms and conditions of employment. If you are a qualified disabled veteran or individual with a disability and need reasonable accommodation to use or access our online system, please contact our Human Resources department at (540) 548-5950.