Enterprise IT Support Officer

• Install, terminate, and test CAT5/CAT6 and fiber cabling, including racks, patch panels, wall jacks, and associated infrastructure hardware.
• Deliver end-to-end incident response, remote triage, and customer support using ITIL processes to resolve hardware, software, and network issues.
• Deploy, configure, relocate, and rebuild desktop IT endpoints, including workstations, peripherals, VOIP phones, AV components, and network switches.
• Troubleshoot and resolve connectivity issues, system failures, Windows Active Directory, Microsoft Office applications, and browser performance.
• Interpret design packages, wiring schematics, floor plans, port maps, and network diagrams to guide installation and operational work.
• Provide clear assistance and regular communication to users regarding system procedures, downtime updates, and outage restorations.
• Travel locally between customer sites and support temporary assignments as needed.
• Work an 8-hour shift between the hours of 6 AM - 7PM, later coverage is preferred and flexibility required.

• High School Diploma with 11+ years of experience, an associate’s degree with 9+ years of experience, or a bachelor’s degree with 7+ years of experience.
• Experience providing technical support, incident management, cabling, or hardware installation in a structured service desk environment.
• Hands-on experience deploying, certifying, and labeling network drops, cable dressing, and deploying IT endpoints such as desktops, printers, and switches.
• Demonstrated ability to independently diagnose and resolve complex hardware, network, telecom, and software issues.
• Practical knowledge of Active Directory, TCP/IP networking concepts, Windows 10, Microsoft Office, and standard IT support tools.
• Skilled in reading, interpreting, and executing technical work from floor plans, network diagrams, and system installation packages., * Customer-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
• Familiarity with LAN infrastructure deployment and IT operations within the Sponsor’s classified environment.
• Experience utilizing enterprise ticketing systems such as ServiceNow ITSM/ITOM, Remedy, or Jira Service Management.
• Strong problem-solving abilities, high attention to detail, and exceptional customer service skills.

Clearance Requirements:

• Must have a current/active TS/SCI with Polygraph.

Physical Requirements:

• Must be able to remain stationary up to 50% of the time.
• Must be able to move throughout customer buildings, navigate office environments, and access under desks, raised floors, server closets, and confined spaces.
• Must be able to operate computers, phones, and other office equipment for extended durations.
• Must be able to lift and transport IT or AV equipment weighing 50+ pounds, utilizing team lifts or transport carts as needed.
• Must be able to ascend and descend ladders (10+ feet) while routing network cables or adjusting installed equipment.