Job Description

The IT Analyst / Support Technician is responsible for providing technical support and operational IT services for a 120-employee organization operating within the Defense Industrial Base (DIB). This role supports end users, enterprise systems, and security controls while ensuring compliance with applicable cybersecurity and information protection requirements, including NIST SP 800-171, CMMC, NISPOM, and related DoD regulations.

The ideal candidate is customer-focused, technically capable across Windows and macOS environments, and comfortable working in a security-conscious, compliance-driven organization handling Controlled Unclassified Information (CUI).

Essential Duties and Responsibilities

End User Support

• Provide Tier 1–2 technical support for Windows and macOS desktops and laptops, mobile devices, printers, and peripherals
• Diagnose and resolve hardware, software, operating system, and application issues
• Support secure remote access, VPN connectivity, and multi-factor authentication (MFA)
• Document incidents, service requests, and resolutions using the enterprise ticketing platform

Systems and Platform Support

• Assist with administration and support of Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint
• Support identity and access management activities using Active Directory and cloud identity platforms (Azure AD / Entra ID)
• Assist with endpoint configuration, patching, and baseline security enforcement
• Support backup, recovery, and system availability operations

Cybersecurity and Compliance Support

• Support implementation and operation of security controls aligned with NIST SP 800-171 and CMMC requirements
• Assist with user account provisioning, access reviews, and least-privilege enforcement
• Support endpoint protection, vulnerability remediation, and logging activities
• Participate in incident response activities, including investigation, documentation, and corrective actions
• Assist with audit readiness, SSP updates, and compliance evidence collection

Asset and Configuration Management

• Maintain accurate inventory of IT hardware, software, and licenses
• Track asset lifecycle activities including deployment, transfer, and decommissioning
• Support configuration management and change documentation
• Assist with secure media handling, sanitization, and disposal

Documentation and Continuous Improvement

• Create and maintain technical documentation, SOPs, and user guides
• Contribute to IT policies, procedures, and security documentation
• Identify opportunities to improve service delivery, reliability, and security posture

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience
• 2–5 years of experience in IT support, help desk, or systems administration roles
• Strong troubleshooting skills across Windows and macOS endpoints, including desktops and laptops
• Experience supporting Microsoft 365 enterprise services
• Familiarity with Active Directory and cloud identity services (Azure AD / Entra ID), including user provisioning and access management
• Experience supporting endpoint security controls, patching, and baseline configurations
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and secure remote access
• Ability to work effectively in a security-focused, compliance-driven environment
• Strong written and verbal communication skills

Preferred Qualifications

• Experience working in the Defense Industrial Base (DIB) or similarly regulated environments
• Familiarity with NIST SP 800-171, CMMC, NISPOM, or DoD cybersecurity requirements
• Experience with Mobile Device Management (MDM) solutions (e.g., Intune, Jamf, or equivalent)
• Experience using the ServiceNow platform for incident, request, change, and asset management
• Experience with endpoint management and automation tools (Intune, SCCM, RMM platforms)
• Knowledge of MFA, conditional access, and zero-trust security principles
• Relevant certifications (CompTIA A+, Network+, Security+, Microsoft certifications)

Security and Eligibility Requirements

• U.S. citizenship required
• Ability to comply with company security policies, NDA requirements, and CUI handling procedures

Physical and Work Environment Requirements

• Ability to sit, stand, and work at a computer for extended periods
• Ability to lift and move IT equipment up to approximately 40 pounds
• Occasional after-hours or on-call support may be required