Technical Support Specialist

Primary Location:

Clearance: Active Secret

Ability to work remotely: No

Job Summary

Obsidian Solutions Group is seeking a dedicated Technical Support Specialist to provide comprehensive IT help desk and technical support services for government customers. The Technical Support Specialist will serve as the first point of contact for end users experiencing technical issues, providing timely troubleshooting, problem resolution, and excellent customer service. This role requires strong technical knowledge of computer systems, networks, and security protocols, combined with exceptional communication skills and a commitment to customer satisfaction.

Specific Responsibilities

• Provide tier 1 and tier 2 technical support to end users via phone, email, and ticketing system
• Troubleshoot and resolve issues related to computer networking, protocols, and security
• Monitor system performance and availability to ensure optimal operation
• Support network access, identity, and access management including Public Key Infrastructure (PKI)
• Configure and troubleshoot remote access technologies for users
• Apply systems administration concepts to resolve technical issues
• Utilize common network tools including ping, traceroute, and lookup for diagnostics
• Troubleshoot electronic device functionality including computers, network components, and peripherals
• Execute operating system command line operations (ipconfig, netstat) for troubleshooting
• Support cloud computing environments across SaaS, IaaS, and PaaS service models
• Troubleshoot network protocols including TCP/IP, DHCP, and DNS
• Apply cybersecurity principles and identify potential threats and vulnerabilities
• Ensure compliance with national and international cybersecurity laws, regulations, and ethics
• Enforce organizational IT user security policies including