Senior IT Support Help Desk Specialist

We are seeking a Senior IT Support Help Desk Specialist to join our team, supporting a critical program with the U.S. Coast Guard. This position is located in Alexandria, VA and will be a hybrid remote position. The successful candidate will act as a primary escalation point for complex incidents, bridging the gap between front-line Tier 1 support and Tier 3 engineering teams.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field with 5 - 8 years (or commensurate experience), or system administration, with significant time spent in a senior or escalation role.
• Current DoD 8570 IAT Level II certification (e.g., Security+ CE, CySA+, GSEC, SSCP, etc.) is mandatory.
• Deep, hands-on expertise in Microsoft enterprise environments, including Windows 10/11, Azure AD/Entra ID administration, M365 administration, and Group Policy Management (GPO) configuration and troubleshooting.
• Proven ability to perform in-depth troubleshooting of networking protocols (TCP/IP fundamentals, DNS, DHCP, VPNs, basic routing/switching concepts).
• Strong experience with scripting for automation and diagnostics (PowerShell required).
• Proficiency in administering and troubleshooting enterprise management tools (SCCM/MECM, Intune/Endpoint Manager) and enterprise ticketing systems.
• Exceptional analytical and problem-solving skills, with a track record of successfully resolving difficult technical issues.
• Strong commitment to ITIL best practices for incidents, problem, and knowledge management.

Benefits

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment