Information Technology Specialist - DTS

David T. Scott & Associates, LLC (DTS) is a Service-Disabled Veteran Owned Small Business that serves public- and private-sector clients. DTS excels at helping our clients respond to daunting challenges related to program management/governance, strategic planning/organizational advancement, business process efficiency and learning enhancement. Our associates have executed strategic planning, Program Management Office, organizational effectiveness, cyber security, business process improvement, training and program support contracts. Our staff is comprised of seasoned experts with exceptional military, civilian and private sector experience.

DTS is looking for Information Technology Tier 2 Specialists for virtual engagement with nationwide clients in the Cyber Security Services domain. These engagements provide an important role for businesses, as it serves as the point of contact for all issues related to IT. In this critical role, the IT Tier 2 Specialist is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers.

The IT Tier 2 Specialist plays a crucial role in the IT service team by leading service improvement initiatives, managing customer feedback, and representing the organization to customers. A strong IT service center team is consistent, committed to quality, seen as a vital part of IT, responsive to employee satisfaction, and attentive to performance metrics.

Customer Expectations of the IT Tier 2 Specialist:

The primary duty of the IT Tier 2 Specialist is to serve as the customer’s point of contact, meeting key expectations for prompt, courteous, and clear service. Customers generally expect timely issue resolution, respectful communication, simple explanations, and full ownership of their concerns from the support team. As the first touchpoint for IT issues, the service desk heavily influences customer experience and perceptions of the organization, so it must be effective, efficient, and continually improving. Strong leadership from a service desk manager helps ensure these standards are met.

Additionally, the IT Tier 2 Specialist handles tasks such as filtering help desk calls, providing basic support (e.g., password resets, printer configurations, break/fix instructions), and routing or escalating tickets as needed.

Ideal Candidates Will Possess the Following Attributes and Skills:

• Knowledge of Current IT Trends and Technologies: Strong understanding of technological developments, computer systems, and programming.
• Systems Evaluation and Analysis: Ability to evaluate and review a range of mainframe, PC, and distributed production and applications computer systems.
• Attention to Detail: Ability to accurately track, document, and manage IT hardware and software assets, ensuring precise inventory control and effective lifecycle management.
• Data Collection and Reporting Skills: Skilled in gathering data, compiling information, and preparing accurate reports for management and team use.
• Effective Communication and Understanding of Specialized Requirements: Ability to understand and meet the requirements of professional staff within the IT specialty.
• Commitment to Continuous Learning: Ability to pursue relevant certifications, such as Microsoft Certifications, to maintain and enhance skills.

Responsibilities:

• Customer Support and Troubleshooting: Serve as the first point of contact, providing basic support for issues like password resets, printer configurations, and initial troubleshooting.
• Ticket Management and Escalation: Log, prioritize, and resolve support tickets; escalate complex issues to Tier 2 as necessary.
• Hardware and Asset Management: Track, manage, and maintain IT hardware and software assets, ensuring accurate inventory and lifecycle management.
• Report Preparation and Presentation: Prepare and present pertinent, concise, and accurate written and oral reports for distribution to management.
• Advisory: Advise administrators and staff on operational issues related to computerized information systems and general business operations as needed.
• Audit Follow-Up: Address audit findings to ensure management has implemented corrective actions where necessary.
• Compliance and Standards Maintenance: Participate in the annual review process to maintain compliance with government standards.
• Stay Informed on Industry Standards: Maintain current knowledge of state-of-the-art technology, equipment, and systems to keep services aligned with industry standards.
• Miscellaneous Duties as Assigned: Perform additional job-related duties as needed to support IT operations.

Required Qualifications:

• Bachelor of Science Information Technology or Business-related field
• Will consider candidates with relevant certifications, hands-on experience in IT support, and strong problem-solving abilities over a formal degree
• Certifications: Microsoft certifications or willingness to obtain certifications relevant to the role (e.g., Microsoft 365 Certified: Fundamentals, CompTIA A+, CompTIA Security+).
• Ticketing system experience
• Microsoft 365 Administration experience (not excel and word but the actual admin portals, entra, intune, sharepoint,exchange, etc)
• 3 years of experience as a technician in a support role
• MSP experience is a nice to have but not a hard requirement
• GCC and government computer systems experience is a nice to have but not a hard requirement
• Active Directory
• Strong research and problem solving skills
• Basic/advanced troubleshooting
• Hardware imaging and repair

Preferred Qualifications

• MSP experience
• GCC High and government computer systems experience

Why Choose DTS?

• We are a growing consulting and cybersecurity services firm with opportunities for employees to make an impact and advance their careers.
• The culture at DTS reflects our size, scope, and team. We actively promote a healthy work-life balance and host numerous opportunities for team-building and social interaction between colleagues.
• DTS offers competitive salaries with a benefits package that includes 401K matching, top-tier medical and dental coverage, and generous personal time off.
• We have an employee-centric environment, with policies that support individual development, from formal training and mentoring to stretch opportunities.
• Employees are seen, heard, and appreciated at DTS. The company has been recognized for outstanding employee satisfaction.
• DTS gives back to the community, supporting nonprofits that benefit veterans, the environment, and the local community and providing employees paid time off to volunteer with the charitable organizations they support.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.

All DTS offers of employment are contingent upon the ability to complete and successfully adjudicate a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

Job Details:

• Location: Virginia (Onsite)
• Compensation: $60,000 -$65,000
• Associate

Salary at DTS is determined by various factors, including but not limited to, the combination of education, certifications, knowledge, skills, competencies, and experience, internal and external equity, location, and clearance level, as well as contract-specific affordability and organizational requirements and applicable employment laws. In addition, to support the ability to reward for merit-based performance, DTS typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case.