[Hiring] IT Support Specialist @Fearless

Role Description

We are seeking an IT Support Specialist to support a mission-critical federal program by providing Tier 1 operational and technical support for enterprise applications, infrastructure, and end-user systems. This role will focus on troubleshooting user-reported issues, supporting operational stability, resolving escalated tickets, and coordinating with engineering and infrastructure teams to maintain reliable system performance.

• Provide Tier 1 technical support for enterprise applications, infrastructure, and operational systems.
• Investigate, troubleshoot, and resolve escalated support tickets related to application functionality, user access, system performance, and environment issues.
• Support day-to-day operational maintenance activities across development, test, and production environments.
• Coordinate with software engineers, DevOps engineers, system administrators, and security teams to resolve incidents and operational issues.
• Document troubleshooting steps, issue resolutions, and operational procedures in ticketing and knowledge management systems.
• Support user onboarding, account access requests, password resets, and permissions management activities.
• Monitor system alerts, operational dashboards, and ticket queues to identify and escalate critical issues as needed.
• Monitor recurring issues and trends, providing feedback to improve system functionality and user experience.
• Assist with application releases, validation testing, and post-deployment support activities.
• Contribute to root cause analysis efforts and help implement corrective actions to prevent recurring issues.
• Support operational compliance activities, including audit support, documentation updates, and adherence to federal IT security policies and procedures.
• Participate in incident response and outage support activities as needed.
• Maintain strong communication with program stakeholders and end users regarding ticket status, issue resolution, and support timelines.

Qualifications

• 1-2 years of relevant IT support, help desk, desktop support, or systems support experience.
• Bachelor’s degree or higher in Information Systems, Information Technology, Computer Science, or a related field (or equivalent professional experience).
• Ability to obtain and maintain a Public Trust clearance (U.S. citizenship required).
• Experience supporting enterprise applications, user accounts, and operational systems in production environments.
• Strong troubleshooting and problem-solving skills across application, operating system, and infrastructure issues.
• Experience working with ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.
• Familiarity with Windows and/or Linux operating systems and basic system administration concepts.
• Strong written and verbal communication skills with the ability to interact effectively with technical and non-technical users.
• Ability to manage multiple priorities and work effectively in a fast-paced operational support environment.

Requirements

• Comfort with change, flexibility in the face of shifting demands and resilience to setbacks.
• Committed to taking responsibility for outcomes, ensuring that all commitments are met with a focus on enhancing service delivery.
• Capable of crafting and delivering clear, persuasive messages that integrate data insights and structured narratives, tailored to the strategic needs of diverse audiences to drive effective decision-making.
• Maintains awareness of external dynamics, power structures within client environments as well as regulatory trends and contract requirements that influence service delivery.
• Ability to sit for extended periods while working on a computer or during meetings.
• Must be able to travel occasionally to client sites or company meetings, which may involve driving or flying.
• Ability to communicate effectively via phone, email, and in-person, requiring clear speech, listening, and written communication skills.
• Ability to move within an office environment, including reaching for files, using office equipment, and occasional light lifting (up to 10 pounds).

Benefits

• Flexible, life-friendly schedules.
• 100% coverage for our medical HSA plan + HSA contributions.
• Dental & vision covered 100% for you and your dependents.
• Competitive premiums for HMO/PPO and dependent coverage.
• 401(k) with 4% match & immediate vesting.
• Paid Parental Leave and 12 weeks paid FMLA.
• Generous PTO, 11 Federal Holidays, a Birthday Holiday, and Sick Leave.
• Up to 15 days for Jury Duty and Bereavement Leave.
• Education, wellness, and tech allowances.
• Referral bonus: $6K–$12K for each successful referral.
• Pet insurance & discount plans.
• Employee Assistance Program (EAP).
• Legal support, life insurance, disability coverage.
• Performance-Based Bonuses.