Technical Support Specialist [Various Levels] Contingent

Technical Support Specialist Position Summary & Contract Alignment Attribute Program Specification Position Title Technical Support Specialist Capability Area Customer Support (Tier I / Tier II Desktop Support) DCWF Work Role Code 411 – Technical Support Specialist / Systems Administrator Minimum Proficiency Level Basic / Intermediate Key Personnel Designation No Security Clearance Active Secret Clearance Workplace Posture On-Site (Core Operating Hours: 0730–1630) Position Overview The Technical Support Specialist delivers essential frontline technical support. Operating within the Customer Support Capability Area, this role encompasses both Tier I Help Desk intake/triage and Tier II hands-on desktop support. The specialist serves as the primary technical point of contact for command end-users, ensuring rapid incident resolution, accurate trouble ticket tracking, hardware and software lifecycle maintenance, and seamless network/workstation connectivity in accordance with Quality Assurance Surveillance Plan (QASP) service level agreements. Core Duties & Responsibilities Tier I Help Desk Operations Receive, log, and triage all incoming end-user requests via telephone, web portal, or email into the Government-provided incident management system. Perform initial diagnostic validation, user identity verification, and basic troubleshooting for software, operating systems, hardware, and network access issues. Resolve first-contact Tier I tickets or rapidly escalate unresolved issues to Tier II/III support queues within established timeframes. Support ticket tracking, escalation monitoring, and status reporting required under CDRL A016 (Trouble Ticket Status Report). Tier II Desktop Support & Field Operations Provide on-site technical troubleshooting and incident resolution for workstations, monitors, peripherals, printing devices (NIPR/SIPR MFDs), and local network drops. Execute hardware staging, software configuration, patch installation, and hardware refresh deployment (e.g., PC and monitor rollouts). Perform Active Directory user account maintenance, password resets, organizational unit (OU) assignments, and security group modifications. Configure, provision, and troubleshoot Personal Electronic Devices (PEDs) and mobile equipment according to command policy. Operations & Technical Governance Maintain accurate documentation for resolved incidents and contribute new solutions to the enterprise repository. Adhere to the established Hierarchy of Work precedence: KO/COR direction, security/safety response, mission-critical outage restoration, and general support. Ensure strict compliance with Section 508 accessibility standards across all customer interactions and user-facing support materials. Qualification & Certification Requirements Education & Professional Experience Education: High School Diploma or Associate’s Degree in Information Technology, Computer Science, or a related field. …