Senior IT Support Help Desk Specialist

GovCIO is currently hiring a Senior IT Support Help Desk Specialist to join our team, supporting a critical program with the U.S. Coast Guard. This position is located in Alexandria, VA and will be a hybrid remote position.

The Senior IT Support Help Desk Specialist will act as a primary escalation point for complex incidents, bridging the gap between front-line Tier 1 support and Tier 3 engineering teams. This role demands high-level problem-solving skills and a focus on effective problem management.

• Serve as a primary escalation point for complex, high-impact incidents related to software, hardware, and core enterprise systems that cannot be resolved by Tier 1 staff.
• Lead advanced troubleshooting efforts for diverse operating environments, including Windows ecosystems, the O365 suite, virtual environments, and sophisticated network connectivity issues (advanced TCP/IP diagnostics, VPN infrastructure).
• Perform in-depth Root Cause Analysis (RCA) for recurring issues, collaborating directly with engineering and cybersecurity teams to implement lasting resolutions.
• Develop and implement strategic process improvements, create sophisticated troubleshooting guides, and curate the knowledge base to elevate the capabilities of the entire IT support organization.
• Manage advanced user configurations and access controls within Active Directory, Azure AD, and various enterprise management tools.
• Utilize scripting languages (e.g., PowerShell) to automate repetitive tasks, improve diagnostic capabilities, and streamline support processes.
• Mentor and provide expert coaching to junior members of the support team, acting as a technical leader and driving continuous skill development across the department.
• Maintain accurate and detailed documentation of complex resolutions within the enterprise ticketing system (e.g., ServiceNow), adhering to ITIL framework standards.

Bachelor’s degree in Information Technology, Computer Science, or a related field with 5 - 8 years (or commensurate experience), or system administration, with significant time spent in a senior or escalation role.

Required Skills and Experience 

• Current DoD 8570 IAT Level II certification (e.g., Security+ CE, CySA+, GSEC, SSCP, etc.) is mandatory.
• Deep, hands-on expertise in Microsoft enterprise environments, including Windows 10/11, Azure AD/Entra ID administration, M365 administration, and Group Policy Management (GPO) configuration and troubleshooting.
• Proven ability to perform in-depth troubleshooting of networking protocols (TCP/IP fundamentals, DNS, DHCP, VPNs, basic routing/switching concepts).
• Strong experience with scripting for automation and diagnostics (PowerShell required).
• Proficiency in administering and troubleshooting enterprise management tools (SCCM/MECM, Intune/Endpoint Manager) and enterprise ticketing systems.
• Exceptional analytical and problem-solving skills, with a track record of successfully resolving difficult technical issues.
• Strong commitment to ITIL best practices for incidents, problem, and knowledge management.

Clearance Required: Must be clearable up to an active Secret clearance. 

Preferred Skills and Experience

• Prior experience supporting the U.S. Coast Guard or other DoD/federal government agencies is highly preferred.
• Familiarity with cybersecurity principles and incident response procedures.
• Knowledge of ITSM platform administration or configuration (e.g., ServiceNow modules).
• Relevant industry certifications such as Microsoft Certified: Azure Administrator Associate, MCSA/MCSE (legacy), or ITIL Foundation/Intermediate certifications).

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.