IT Support Specialist

About the Role

New Nooks sites do not run themselves — someone has to build the IT and keep users working once it is live. As IT Support Specialist, you will be the frontline resource for day-to-day technical support and the hands that stand up IT during site buildouts: deploying workstations, running cable, and setting up the systems people rely on. You will report to the VP of IT/Cyber as an individual contributor, working closely with senior IT staff to resolve escalated issues and build the system-administration depth to grow into more senior roles.

This is honest, hands-on work, and the majority of it is new-site buildouts rather than steady-state support — expect physical setup, travel, and shifting priorities as sites come online. This role includes roughly 25% travel to support new-site standups. Ownership is defined, but you will step in wherever a site needs you to get it operational.

Key Responsibilities

Site Buildout & Hardware Lifecycle

• Stand up IT for new Nooks sites — deploying workstations, mounting monitors, managing cabling, and installing peripherals during facility outfitting.
• Rack and cable servers and network gear under senior direction, then verify each build against the site's configuration baseline.
• Track hardware across its lifecycle — receiving, imaging, inventory, and secure disposal — to Department of Defense (DoD) standards.

End-User Support & Troubleshooting

• Provide Tier I and Tier II support across the site's classified and unclassified systems, troubleshooting hardware, software, and network issues.
• Resolve issues or escalate them cleanly to senior staff, keeping every handoff documented.
• Support user devices, peripherals, and conference-room and video (VTC) equipment so site staff can work without interruption.

System Administration Foundations

• Perform account creation, permission updates, and patching on site systems under the supervision of senior IT staff.
• Support user onboarding and offboarding, including account setup and access changes.
• Assist with system maintenance and configuration changes, building toward more complex administration work.

Documentation & Compliance

• Maintain accurate records of support requests, troubleshooting steps, resolutions, and configuration changes across the system lifecycle.
• Complete all work in line with organizational cybersecurity policies and applicable DoD security standards.
• Coordinate with the site cybersecurity team so account and access work stays compliant.

What Success Looks Like in This Role

Twelve months in, you are the reliable pair of hands on every new-site standup — IT is racked, imaged, cabled, and working when the site goes live, with little rework. Tier I and Tier II tickets get resolved or escalated cleanly, and your documentation is complete enough that senior staff can pick up any handoff without guessing. You handle more supervised system-administration work than you did at the start, operating at the level of a mid-tier administrator by year's end. Users trust you, and senior staff trust the records you keep.

Cross-Functional Expectations

You will work most closely with senior IT staff, who direct your work and take your escalations, and with the site cybersecurity team on account, access, and compliance touchpoints. During buildouts you will coordinate with Operations and the Construction function within Product as new spaces come online, supporting secure, compliant system operations throughout.

The Skillset

• 1–2 years of experience in IT support, helpdesk, or system administration (DoD or cleared-environment exposure preferred).
• A DoD 8140.03/8570.01 Information Assurance Technical (IAT) baseline certification — IAT Level I (e.g., CompTIA A+ or Network+) accepted at hire, with IAT Level II (e.g., Security+) obtained within six months of hire.
• Foundational knowledge of Windows and Linux operating systems, networking concepts, and common IT troubleshooting practices.
• Familiarity with account management, permissions, patching, and basic system administration.
• Willingness and physical ability to perform site buildout work — lifting and setting up IT equipment (monitors, workstations, and servers), running cable, and working in confined spaces.
• Strong documentation skills and clear communication with users at all technical levels.
• Ability to travel roughly 25% to support new-site standups.

Preferred:

• Prior DoD or cleared-environment experience.
• Familiarity with structured cabling (Cat6/6A), rack installation, and AV/VTC setup.
• Exposure to IT service management (ITSM) and ticketing tools.
• Associate's degree, or relevant certifications in lieu of experience.

Eligibility & Clearance

Candidates must be eligible to work in the United States and capable of maintaining eligibility up to the Top Secret/Sensitive Compartmented Information (TS/SCI) level within 45 days of hire.