Technical Support Specialist

2 weeks ago

Niceville, United States Defensewerx Inc Full time

DEFENSEWERX (DWX) is a neutral facilitator and trusted partner, connecting an international network of individuals, businesses, educators and government organizations to enable creative and integrated solutions for our partners. DWX is headquartered in Niceville, Florida with innovation hub sites across the United States.

JOB SUMMARY:

The Technical Support Specialist is responsible for providing leadership and coordination in the IT and data infrastructure areas of the organization. The position serves as a member of the DWX corporate headquarters team and provides accurate, timely, and objective information and exceptional customer service to organizational users to ensure smooth and secure operations and inform decision-making and business planning for the organization. The Technical Support Specialist stewards and coordinates organization-wide data and IT policies, guidelines, and procedures and works collaboratively and supportively with local IT staff, MSPs, vendors, and business stakeholders. The Technical Support Specialist is an internal subject matter expert on all aspects of the organization's IT, data security, and business data systems and provides exceptional internal and government partner customer service, guidance, and support at the direction of the Corporate IT Manager. The position works in and champions a supporting and collaborative team environment and serves in support of colleagues at HQ and across the company's several innovation hubs. The Technical Support Specialist position is a remote position and there may be required travel to innovation hub locations or off-site locations.

ESSENTIAL FUNCTIONS:

  • Champion the company's core values
  • Serve as the first and central internal escalation point for IT challenges and opportunities
  • Respond promptly to support tickets and efficiently troubleshoot hardware and software issues while documenting issues and solutions for future reference
  • Diagnose and resolve technical problems
  • Assist with software and hardware installation and configuration
  • Manage user accounts and access
  • Assist the Corporate IT Manager in developing technology plans and strategies for the organization in the context of organizational goals
  • Analyze IT data performance and compliance data and provide recommendations and models based on objective, informed analyses and best practices
  • Develop and champion internal company guidance on IT and data security while ensuring limited disruptions to team members and daily workflow
  • Manage company IT and data systems and processes
  • Handle sensitive information and material with objectivity and care
  • Serve as a liaison between corporate headquarters and IT MSPs responsible for supporting distributed regional worksites/hubs
  • Provide guidance and support to employees on IT-related matters, acting as a subject matter expert and escalation point for technical issues
  • Stay current with industry trends, emerging technologies, and best practices in IT service management to drive continuous improvement initiatives
Conditions of Work:
  • Do whatever it takes to get the job done
  • Be a servant leader willing to share credit and own accountability
  • Be a part of a team
  • Bring a growth mindset and be open to learning and coaching
QUALIFICATIONS:
  • Bachelor's degree in information technology, business administration, computer science, or equivalent experience
  • One (1) year of helpdesk or Tier 1 support required
  • One to three (1-3) years of systems administration or Tier 2 support preferred
  • Advanced certifications such as MS Azure/365, Azure AD, CISSP, CCNA, CCNP, CompTIA A+, CompTIA Network +, CompTIA Security+ are preferred
  • Strong technical background with expertise in IT infrastructure, networking, cloud services, and cybersecurity
  • Proficiency or the ability and drive to develop proficiency in key software relevant to business including MS Office, Unanet, Smartsheet, SweetProcess, Domo, Hubspot, WordPress, BambooHR, and other business systems and software
  • Experience working with IT MSPs or outsourcing partners preferred
Other Key Requirements:
  • U.S. Citizenship required
  • Ability to pass a background check
  • Must not have any conflicts of interest affecting DWX or its partners
  • Must handle company trade secrets, sensitive company and team information, and other proprietary information with care and discretion
  • As-needed travel (up to 15%)
  • Exemplify the corporate headquarters position maturity, customer service, depth of experience, and character needed
  • Strong problem-solving skills and attention to detail
  • Exceptional ability to understand DWX's business and the impact of IT and technical solutions and challenges
  • Demonstrated ability to manage multiple priorities in a fast-paced environment and drive results through collaboration and influence
  • Strong interpersonal and communication skills and a knack for communicating IT clearly and in the context of the business to non-IT audiences
  • Positive attitude and great work ethic
  • Desire to serve, mentor, guide, and develop others and promote DWX core values and a positive working environment
  • Possess a genuine passion for advancing the DWX mission and creating a sustainable and thriving organization
  • Capability to prioritize effectively and successfully manage competing priorities and multiple concurrent projects
  • High emotional IQ with ability to listen and appreciate varying perspectives
  • Ability to approach business and IT topics with an objective, problem-solving mindset that promotes teamwork and engagement
DEFENSEWERX Values:
  • Teamwork: Leverage our strengths to achieve our objectives
  • Respect: Be honest and transparent in all activities while valuing the contributions and priorities of others
  • Integrity: Honor commitments to all those we serve
  • Be Human: Celebrate and appreciate the authenticity of people
  • Empathy: Truly seek to understand and value others' place and opinions
  • Deliver: Deliver clear and measurable outcomes aligned to program and partner objectives


Applications will be accepted from all qualified persons. DEFENSEWERX does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact DEFENSEWERX directly.

While this job description is intended to be an accurate reflection of the essential job required, management reserves the rights to modify, add, or remove duties from jobs and to assign other duties as necessary.

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