IT Support Specialist (Specialist, Engineering & Technical Services)

IT Support Specialist (Specialist, Engineering & Technical Services)

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.

Your Responsibilities in this Role:

* 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.

The Impact You Will Create in this Role:

Fearless Impact:

• Collaborates with cross functional teams
• Earn the trust of your customer and teammates by delivering world class services.
• Be reliable completing assigned objectives on time.
• Alert your teammates and supervisor immediately when you think a deliverable is at risk.

Fearless Customer Impact:

• Deliver expected outcomes relative to high quality service and maintainable systems

Project Skill and Experience 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.

Fearless Skills and Competencies

• 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 asregulatory trends and contract requirements that influence service delivery.

Required Level of Proficiency:

• 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.

Physical Requirements:

• 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).

Life at Fearless

We're a digital integration consultancy on a mission to build a better tomorrow. At Fearless, we combine technology, people, and organizational development to solve meaningful problems. Through iterative development, we deliver smart, user-friendly solutions that make tech work better-for everyone.

But great tech is just part of the story. What really makes us Fearless is our Purple Culture.

What Makes Us Purple?

Being Purple means you:

• Are valued as a whole person-not just a job title
• Get matched with work that plays to your strengths and passions
• Are supported by coaches, not micromanagers
• Have the autonomy and clarity to make decisions and drive impact
• Join a community that celebrates equity, curiosity, and innovation
• Do work that matters-every day

We believe in flexibility, growth, and balance. Our benefits and culture are designed to support you in doing your best work-while making space for what matters to you outside of it.

We're proud to be an equal opportunity employer. At Fearless, we're building a workplace that welcomes and respects everyone-across race, gender, age, religion, identity, background, and ability.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Compensation at Fearless

Fearless is committed to providing a competitive compensation package that will meet your current and future needs. Our philosophy is aimed at rewarding team member contributions, supporting long-term financial growth and security, and overall well-being.

We believe in paying people fairly, so we've established a compensation model aimed to ensure everyone at Fearless - regardless of race, ethnicity, gender, sexual orientation, disability, religion, age, nationality, or willingness/ability to negotiate - is consistently paid fairly based on alignment to the needs and requirements of the role.

The salary range for this position is:

Minimum Salary: $61,539

Salary Midpoint: $68,211

Maximum Salary: $88,000

Hiring Range for Role: $61,539 - $65,000

*This position is eligible for a discretionary bonus based on individual and company performance criteria.

Benefits at Fearless

At Fearless, we take care of our team-because when you're supported, you can do your best work. We offer a flexible, family-friendly environment with benefits designed to support your health, growth, and life outside of work.

For Full-Time Team Members (Starting Day One):

• 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: We believe your impact should be recognized. Our bonus program rewards both shared company success and individual contributions. Learn more about our bonus incentives here.

Reasonable Accommodations

Fearless is committed to providing reasonable accommodations for applicants and candidates with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please contact the Human Resources Department at hr@fearless.tech.

So, What's Next?

We've refined our hiring approach to make sure every team member is a great fit for Fearless-and that we're a great fit for you, too. If there's alignment, we'll reach out to kick off the interview process. Depending on the role or project, your experience may vary slightly, but it typically includes:

1. Introductory Interview

You'll connect with a recruiter to:

• Build rapport and get to know each other
• Review your experience and skills
• Talk through salary expectations and role details
• Set expectations for the rest of the process

2. Technical Assessment

We'll invite you to complete a role-specific assessment to see your skills in action. This helps us keep our hiring process fair and consistent. You can learn more about what to expect here.

3. Skills + Business Fit Interview

This is where we dig deeper to:

• Review findings from any technical assessments
• Walk through situational and values-based questions
• Explore how your approach aligns with Fearless culture and project needs

Some roles may also include customer interviews based on specific project requirements in addition to background check and security clearance requirements.

Where You Can Build with Fearless

At Fearless, we strive to build a powerful and diverse team. We are currently licensed and set up to hire talented individuals residing in the following 15 states:

Alabama, California, Delaware, District of Columbia, Florida, Georgia, Maryland, New Jersey, New York, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia.

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