Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative IT solutions to the Federal Government. We are committed to excellence, innovation, and supporting mission-critical programs that serve our nation.
The Information Technology Specialist (Customer Support) provides technical support and systems administration services to ensure the effective operation of enterprise desktop, server, and end-user computing environments. This position serves as a primary point of contact for technical assistance and is responsible for troubleshooting, maintaining, and supporting hardware, software, operating systems, user accounts, and network-connected devices in a highly regulated federal environment.
The ideal candidate possesses strong customer service skills, excellent verbal and written communication abilities, and the capability to independently interact with technical teams, management, and non-technical end users. Experience delivering end-user training and software application instruction is highly desirable.
Key Responsibilities- Provide Tier I, II, and III technical support for desktop, laptop, mobile, and peripheral devices.
- Troubleshoot and resolve hardware, software, operating system, application, and network-related issues.
- Support Microsoft Windows 11 workstations and Microsoft Server 2022 environments.
- Administer and support Microsoft Office 365 (M365) applications, including Outlook, Word, Excel, PowerPoint, Teams, and OneDrive.
- Manage Exchange and Outlook client configurations, troubleshooting email and connectivity issues.
- Create, modify, disable, and maintain user accounts, groups, and permissions within Active Directory.
- Utilize ServiceNow to track, document, prioritize, and resolve service requests and incidents.
- Deploy, configure, and maintain desktop and server systems using System Center Configuration Manager (SCCM).
- Monitor system performance and operational health using System Center Operations Manager (SCOM).
- Support Windows Operating System Deployment (OSD) processes, including imaging, software deployment, and system upgrades.
- Assist with SAP user administration activities, including basic user account management and access support.
- Document technical procedures, troubleshooting steps, and system configurations.
- Provide technical guidance and training to end users on software applications and technology tools.
- Collaborate with infrastructure, networking, cybersecurity, and application support teams to resolve complex technical issues.
- Ensure compliance with agency policies, security standards, and federal IT regulations.
- Participate in system upgrades, migrations, testing, and implementation activities.
- Maintain a high level of customer satisfaction while supporting users in a fast-paced, mission-critical environment.
Required QualificationsEducationBachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical discipline. Equivalent experience may be considered in lieu of a degree.
Experience- Experience providing Help Desk Administration, Desktop Support, or Customer Support services in an enterprise environment.
- Experience supporting Microsoft Windows operating systems and Microsoft Office 365 environments.
- Experience administering Active Directory user accounts and permissions.
- Experience utilizing enterprise ticketing systems such as ServiceNow.
- Experience troubleshooting desktop hardware, software, and network connectivity issues.
- Ability to work independently while effectively supporting end users and collaborating with technical teams.
- Strong verbal and written communication skills.
Technical KnowledgeDemonstrated understanding of:
- Help Desk Administration and End User Support
- Computer Systems Analysis and Design
- Networking and Infrastructure Concepts
- Computer Hardware and Software Support
- Business and Management Information Systems Principles
- Enterprise Desktop Administration
- System Monitoring and Configuration Management
Preferred Qualifications- Experience training or teaching software applications to end users.
- Experience supporting federal government environments.
- Experience with SCCM administration and software deployment.
- Experience with SCOM monitoring and alert management.
- Experience with Windows Operating System Deployment (OSD).
- Basic SAP user management experience.
- Knowledge of cybersecurity best practices and federal IT security requirements.
- Experience supporting hybrid and remote workforce environments.
Technical Environment- Microsoft Windows 11
- Microsoft Server 2022
- Microsoft Office 365 (M365)
- Microsoft Exchange / Outlook
- Active Directory
- System Center Configuration Manager (SCCM)
- System Center Operations Manager (SCOM)
- ServiceNow
- Windows Operating System Deployment (OSD)
- SAP (Basic User Management)
Desired Competencies- Exceptional customer service and interpersonal skills
- Strong troubleshooting and analytical abilities
- Excellent written and verbal communication skills
- Ability to prioritize multiple tasks in a fast-paced environment
- Team-oriented with the ability to work independently
- Strong organizational and documentation skills
- Commitment to delivering high-quality technical support and customer satisfaction
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