Sr. IT Support Specialist

We are seeking a Sr. IT Operations Support Specialist to join our IT Operations team. This role bridges end-user support and infrastructure operations, providing hands-on technical assistance while supporting the stability, security, and day-to-day operation of enterprise IT systems.

The ideal candidate is a technically capable problem solver who enjoys working directly with users while also contributing to backend systems operations. This role is well suited for someone looking to grow beyond traditional desktop support into broader IT operations and infrastructure responsibilities. 

Responsibilities

End-User and Desktop Support

• Provide Tier 1/2 support for Windows desktop and laptop systems, including troubleshooting hardware, operating system, and application issues.
• Support user onboarding/offboarding, including workstation setup, software installation, account provisioning, and access changes.
• Troubleshoot authentication issues related to Active Directory, MFA, VPN, and endpoint security tools.
• Serve as an escalation point for the Help Desk, ensuring timely resolution of complex issues.
• Provide remote and limited on-site support for users across multiple locations.

IT Operations and Systems Support

• Assist with administration and monitoring of Windows and Linux servers in on-premises and cloud environments.
• Support Active Directory, including user/group management, Group Policy, DNS, and DHCP.
• Assist with basic administration of VMware environments, including VM provisioning, monitoring, and troubleshooting.
• Support backup and recovery operations for servers and endpoints.
• Install, configure, and maintain approved third-party applications across desktop and server environments.
• Assist with routine system maintenance, patching, and operational health checks.

Automation and Process Improvement

• Support automated software deployment, patching, and configuration management activities.
• Assist in scripting and task automation using PowerShell, basic shell scripting, or similar tools.
• Help track system compliance and maintenance activities using ServiceNow or other ITSM tools.
• Identify recurring issues and contribute to process improvements and documentation updates.

Documentation and Reporting

• Create and maintain technical documentation, runbooks, and standard operating procedures.
• Update ITSM records, asset information, and configuration items as changes occur.
• Assist with outage documentation and contribute to after-action reports when required.

 Collaboration and Support

• Work closely with senior engineers, security teams, and application owners to support operational initiatives.
• Participate in cross-functional projects to deploy or improve systems and tools.
• Share after-hours on-call responsibilities on a rotational basis, as required.
• Perform other duties as assigned.

Required Skills and Knowledge

Core Technical Skills

• Strong experience supporting Windows desktop environments (Windows 10 and later).
• Working knowledge of Windows Server and basic Linux administration.
• Familiarity with Active Directory, Group Policy, DNS, and DHCP.
• Experience supporting virtualized environments (VMware or similar).
• Experience installing, configuring, and troubleshooting third-party applications.
• Familiarity with endpoint management, software deployment, and patching tools.

Security and Compliance

• Basic understanding of system security best practices and endpoint hardening.
• Experience supporting antivirus, endpoint protection, and MFA solutions.
• Familiarity with IAVA patching concepts and compliance-driven environments is a plus.

Other Skills

• Experience with ServiceNow or similar ITSM platforms.
• Strong troubleshooting, documentation, and organizational skills.
• Ability to manage multiple tasks and prioritize effectively.
• Strong communication skills and a customer-service mindset.
• Willingness and ability to learn and grow into expanded operational responsibilities.

Qualifications

• 3–6 years of experience in desktop support, IT operations, or systems support roles.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft, VMware) are desirable.
• Exposure to cloud environments (GCC-High a plus).
• Prior experience supporting government or regulated environments is a plus.
• Must have or be able to obtain and maintain a DoD security clearance.

Why Join Us?

• Support mission-critical IT systems in a high-impact government environment.
• Work alongside experienced engineers in a collaborative operations team.
• Gain hands-on exposure to enterprise infrastructure and cloud technologies.
• Grow your skills and career beyond traditional desktop support.
• Access ongoing learning, training, and certification opportunities.

Inmarsat Government is an Equal Opportunity Employer