IT Support Specialist 3

We have an exciting opportunity to join us in supporting one of our valued customers as IT Support Specialist 3to work out of Arlington, VA.

*Hybrid*

Essential Duties:

• Create, modify, and deactivate user accounts across cloud-based systems.
• Manage user permissions, groups, and access levels.
• Maintain accurate user access documentation and ensure compliance with onboarding/offboarding processes.
• Provide Tier 1–2 support related to cloud-based Axon Evidence VRS and applicable hardware/software.
• Collaborate and escalate complex issues to the appropriate internal team or vendors when necessary.
• Review and assess vendor release notes, updates, and scheduled enhancements for supported applications, providing periodic communication to stakeholders.
• Create, update and close internal/external tickets following SLA protocols, coordinating with the appropriate resources for resolution and next steps while prioritizing based on impact and priority level.
• Communicate ticket status updates to users and escalate when appropriate.
• Perform periodic system configuration reviews to ensure compliance with security and organizational policies.
• Contribute to the creation and maintenance of IT documentation, SOPs, periodic reports and onboarding materials.
• Maintain detailed logs of technical activities, ticket resolutions, system changes, and user interactions.
• Follow established procedures and contribute to updating VRS documentation and SOPs.

Required Qualifications:

• 2–4 years of experience in IT support, helpdesk and/or systems administration.
• Strong troubleshooting and analytical skills.
• Experience with user