IT Support Specialist (Specialist, Engineering & Technical Services)

Fearless is a digital integration consultancy that combines technology, people, and organizational development to solve meaningful problems. The IT Support Specialist provides Tier 1 operational and technical support for enterprise applications, infrastructure, and end-user systems within a mission-critical federal program. The role troubleshoots issues, resolves escalated tickets, supports operational maintenance, and coordinates with engineering and infrastructure teams.

Responsibilities:

• 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

Requirements:

• 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
• Adaptability: Comfort with change, flexibility in the face of shifting demands and resilience to setbacks
• Ownership & Accountability: Committed to taking responsibility for outcomes, ensuring that all commitments are met with a focus on enhancing service delivery
• Communicating with Influence: 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
• Environmental Awareness: Maintains awareness of external dynamics, power structures within client environments as well as regulatory trends and contract requirements that influence service delivery
• Practical Application: You can complete tasks in required competency/skill-based areas as requested. Help from an expert may be necessary from time to time, but you can usually perform the skill independently
• 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)