IT Support Specialist

IT Support Specialist

At C5MI, we're transforming enterprise operations through innovation, automation, and deep industry expertise. As a leader in SAP solutions and sustainment, you'll have the opportunity to shape a high-impact service line, work alongside forward-thinking professionals, and drive meaningful results for our customers and our business.

Our Core Values:

• Challenge – We believe in challenging the present – it's the only way to shape the future. We must be exceptional communicators and collaborators while always learning.
• Have Fun – We are on a journey, together. Take care of your family, take care of yourself, and take care of each other. Live your happiness.
• All In – You can't fake passion – show your energy. Own it – take charge and lead.
• Never Screw the Customer – We have walked a mile in your shoes. Experience matters. We drive innovation to generate business value.
• Be true – no BS. GSD (Get Stuff Done) – We take initiative and never make excuses. We act with urgency, and we delivery high quality outcomes with extreme velocity.
• Empower – Our people are the foundation for our success. We recognize their value, and support them by fostering a culture of collaboration and innovation.

Professional Summary: The IT Support Specialist is responsible for the planning and delivery of customer support services, including installation, troubleshooting, user assistance, and training. Core functions include diagnosing and resolving problems in response to customer-reported incidents, conducting planning and analysis of work processes, and researching and reporting trends and patterns of issues. The role also involves developing training materials, leading computing and information system training sessions, and creating and maintaining problem-tracking databases. Additional responsibilities include installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; and consulting with users to identify needs and requirements. The IT Support Specialist may also conduct feasibility studies and trade-off analyses, prepare business cases, and ensure strict adherence to information security and cybersecurity policies, principles, and practices. This position may be required to provide support for eProcurement system(s).

Responsibilities:

• Diagnose and resolve problems in response to customer-reported incidents, ensuring timely and effective issue resolution
• Plan and analyze work processes to identify opportunities for improvement and efficiency
• Research and report on trends and recurring patterns of problems to support proactive system management
• Develop training materials and conduct computing and information system training sessions for end users
• Develop, update, and maintain problem tracking databases to ensure accurate documentation and reporting
• Install, troubleshoot, and maintain hardware and software components to support operational readiness
• Perform regular backup and recovery operations to ensure data integrity and system reliability
• Maintain property accountability for all IT equipment and software in accordance with organizational policies
• Conduct full and spot inventories of IT equipment as requested by the Project Manager
• Consult with users to assess needs, gather requirements, and recommend appropriate technology solutions
• Conduct feasibility studies and trade-off analyses to support informed decision-making
• Prepare detailed business cases to justify new initiatives or system enhancements
• Ensure the rigorous application of information security and Cybersecurity policies, principles, and best practices

Minimum Requirements:

• Six (6) years of progressive experience in the field of Information Processing, three (3) of which are specialized in Information Processing and involve a range of hardware/software solutions, two (2) of which are concentrated, hand-on experience in installing, diagnosing problems, and training customers in the use of software and hardware.
• Must possess a Public Trust clearance, IT-II security clearance or have a current National Agency Clearance

What C5MI has to offer you!

• Remote work
• Unlimited PTO
• 21 Paid Holidays
• Competitive salary
• Comprehensive benefit program
• $1,500 wellness benefit for employees
• Retirement savings plan – traditional 401(k) and Roth
• Opportunities for professional development and advancement
• Positive and collaborative work environment

C5MI is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.