Information Technologist III - HQ Support

nFocus Solutions • Fort Lee, VA • 3h ago

Information Technologist III - HQ Customer Support

Location: Fort Lee, VA

Clearance: Active Secret (Required)

Job Type: Full-Time | On-Site

Join a mission-focused IT team supporting CASCOM G-6 by delivering hands-on client support across Microsoft desktop and laptop environments. This role is critical to maintaining user productivity, classroom operations, and mission system access in a fast-paced Army training environment. This is a high-visibility IT support team providing priority, white-glove customer support to CASCOM Headquarters. This role ensures rapid response and resolution for leadership and mission-critical staff, directly supporting command operations and decision-making.

Responsibilities

Provide client administration support for Microsoft desktop and laptop systems across enterprise, training, and CASCOM Headquarters environments

Deliver enhanced, priority ("white-glove") IT support to key directorates including G1/4, G8, PAO, and Logistics Proponency Directorates

Perform network registration of client devices within approved asset and configuration management systems

Manage Active Directory (AD) client accounts, including account creation, maintenance, deletion, permissions, and troubleshooting

Troubleshoot and resolve hardware, software, email, and baseline application issues via phone, remote tools, and on-site support

Respond to and resolve VIP and high-priority service requests within defined timelines (e.g., within 2 hours of ticket submission)

Maintain systems in compliance with Army configuration baselines, including OS updates, patches, security fixes, and antivirus definitions

Install, configure, and maintain desktop applications and standard software packages

Coordinate system image updates and configurations with MECM/Image Management teams

Assist System Administrators with software installations, testing, and hardware/network configurations

Provide real-time status updates to users on submitted service requests and ongoing issue resolution

Utilize enterprise ITSM tools (e.g., Army Enterprise Management Platform) to track, manage, update, and resolve incidents

Document all client hardware/software changes and contribute to SOPs, user guides, and technical procedures

Coordinate with enterprise IT teams (network, server, cybersecurity) to escalate and resolve complex issues

Support executive-level devices, communications tools, and conferencing systems

Provide technical guidance and mentorship to users, peers, and junior technicians

Communicate clearly and professionally with technical and non-technical users, including senior leadership, ensuring a high level of customer satisfaction

Required Experience

Minimum 5+ years of IT support experience, including executive or VIP customer support

Demonstrated experience supporting:

Windows 10/11 and Microsoft 365 environments

Active Directory account management and troubleshooting

Desktop/laptop hardware and software troubleshooting

Proven ability to operate in high-pressure, high-visibility environments with rapid response requirements

Strong communication skills with the ability to interact effectively with senior leaders and non-technical users

Experience with ITSM/ticketing systems and service-level response tracking

Experience supporting DoD or secure enterprise environments preferred

Education / Certifications

Bachelor's degree in information technology or related field

(OR equivalent combination of education and experience)

Security+ (IAT II) required

About nFocus Solutions

nFocus Solutions is dedicated to the development of innovative technologies and intelligent business solutions for the public sector. We are a leading provider of applications, services, and technologies that nonprofit organizations, communities, first responders and government agencies rely on to deliver services to the public at large. Our high-quality data management and analysis software enable our clients to achieve clear, well-defined results that change the world.

At nFocus Solutions, we are committed to a diverse and inclusive workforce. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of innovation. nFocus Solutions is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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