IT Support Specialist

About This Role

This role is focused on providing IT support with an emphasis on ticketing, account management, and day-to-day cybersecurity operations for the Cybersecurity Operations Branch at NAWCTSD in Orlando, FL.

Responsibilities

• Serve as point of contact for user account lifecycle management (creation, modification, reactivation, deactivation of NIPR and SIPR accounts), ensuring compliance with DoD and command security policies
• Create, review, validate, and submit System Access Authorization Requests (SAARs), Privileged Access Agreements (PAA), and Alternate Token TAs
• Act as Command DTA, assisting with DTA burns and conducting anti-virus scanning of media
• Provide support to customers and leadership on access requirements, account status, and security processes across NIPRNet, SIPRNet, NMCI, and associated systems
• Coordinate and prioritize incoming service requests by assessing impact, urgency, and risk, assigning work to appropriate personnel, and ensuring timely resolution
• Manage SIPR token issuance, activations, reactivations, and PIN resets, troubleshooting and escalating issues as needed
• Submit and track Server Certificate Enrollment Requests, Wireless Waiver Requests, and NMCI dormant account requests
• Conduct periodic 30-day NIPR/SIPR account reviews, identifying discrepancies, recommending corrective actions, and documenting compliance findings
• Perform malicious email reviews and assist with incident identification, reporting, and coordination with cybersecurity stakeholders
• Review and report VRAM Lab Status, identifying risks or deficiencies and communicating findings to appropriate personnel
• Support the CISSM Office by independently processing account-related requests and ensuring compliance with applicable security directive
• Draft and submit ISSO Appointment Letter Requests, coordinating with leadership and security personnel as required
• Conduct wireless building scans and classified room End-of-Day (EoD) checks, ensuring compliance with security standards and reporting anomalies
• Troubleshoot IT systems, including computers, printers, and peripherals, applying analytical judgment to resolve complex or recurring issues and determine when escalation is required

Requirements

• Active DoD SECRET clearance
• COMPTIA A+ or similar certification
• A.A., A.S., B.A., or B.S. degree in Information Technology or a related field (relevant experience considered in lieu of degree)
• 3+ years of experience providing technical assistance to users
• Experience logging and tracking issues in a Help Desk/ticketing system
• Experience performing Tier-1 troubleshooting
• Experience configuring computers, peripherals, and related IT equipment
• Ability to diagnose and resolve basic desktop, network, and account issues

Qualifications

• A.A., A.S., B.A., or B.S. degree in Information Technology or a related field
• 3+ years of experience providing technical assistance to users

Nice to Have

• Strong customer service and communications skills
• Working knowledge of DoD IT systems and account provisioning
• Familiarity with NMCI processes
• Familiarity with NIPR/SIPR environments
• Understanding of RMF principles and cybersecurity best practices
• Ability to work effectively with government and contractor personnel in a dynamic environment

Skills

* Required skills

Certifications