Information Technology Support Specialist

About DTS:

David T. Scott & Associates, LLC (DTS) is a Service-Disabled Veteran Owned Small Business (SDVOSB) that supports both public- and private-sector clients. We excel in tackling challenges in cybersecurity, program governance, strategic planning, business process efficiency, and learning enhancement. Our team is composed of seasoned professionals with military, civilian, and private-sector backgrounds. At DTS, we grow together—sharing knowledge, solving tough challenges, and providing certified cybersecurity services to federal and commercial organizations.

Position Summary:

DTS is seeking a proactive and customer-focused IT Tier 1 Specialist to provide front-line technical support in a Microsoft-centric and MSP/MSSP environment. This role is ideal for someone with foundational IT knowledge, strong communication skills, and a willingness to grow into more advanced technical roles.

This individual will support end users, perform routine service desk functions (Tier 0/1), assist with managed services (MSP) tasks like user provisioning and M365 license management, and support managed security services (MSSP) efforts such as log triage, vulnerability follow-ups, and basic compliance reporting assistance.

Core Responsibilities:

• Handle first-contact requests from end users: password resets, account unlocks, MFA registration support, and device login issues

• Provide initial triage for technical support tickets; document and resolve basic issues, escalate when needed

• Maintain accurate, complete ticket documentation in the service desk platform

• Deliver outstanding customer service via phone, email, or chat

• Guide users through basic Microsoft 365 troubleshooting (e.g., Outlook not syncing, Teams not loading, SharePoint access)

• Assist with user onboarding/offboarding processes across multiple tenants (Microsoft Entra ID, Exchange Online, Teams, SharePoint)

• Support M365 license assignment and auditing in Microsoft 365 Admin Center

• Perform device enrollment and configuration in Microsoft Intune

• Track hardware/software assets for client environments and assist with lifecycle management

• Follow ITIL-aligned processes for change requests and incident handling

• Monitor SLA thresholds and escalate overdue tasks to Tier 2 as needed

• Assist with basic log review and triage from Microsoft Defender, Sentinel, or third-party tools

• Document and track low-level security incidents and potential phishing reports for escalation

• Help gather compliance documentation for frameworks like CMMC, NIST SP 800-171, or ISO 27001

• Coordinate scheduled patching and follow up on endpoint vulnerability scans

• Assist in monitoring security alerts, account lockouts, or audit log entries

• Asset Management: Maintain hardware/software inventory and coordinate lifecycle processes including imaging, reassignments, and warranty tracking.

• Knowledge Sharing: Contribute to IT support knowledgebase and share solutions with the wider team to improve first-contact resolution rates.

• Collaboration & Innovation: Work with IT and business partners to develop new solutions, drive innovation, and align IT capabilities with organizational goals.

• After-Hours Support: Occasionally respond to major incidents or planned changes outside regular business hours.

• Other Duties as Assigned: Support IT operations and projects in accordance with DTS business goals.

Required Skills & Technologies:

• Foundational experience with Microsoft 365 apps and services (Outlook, Teams, OneDrive, SharePoint)

• Familiarity with Microsoft 365 Admin Center, Entra ID (Azure AD), and Intune at a Tier 1 support level

• Ability to troubleshoot basic Windows OS and endpoint issues (drivers, printers, profiles, updates)

• Understanding of MFA setup, conditional access prompts, and account lifecycle basics

• Experience with ticketing systems (e.g., Zendesk)

• Strong verbal and written communication skills for both technical and non-technical audiences

• High attention to detail, time management, and task ownership

• Willingness to learn cyber frameworks and MSSP tools under supervision

Education, Experience & Certifications:

• Bachelor’s Degree in Information Technology, Cybersecurity, or related field – OR – 1–2 years of technical support experience in a help desk, MSP, or customer service role

• Prior experience working in an MSP or multi-tenant environment is a strong plus

• Exposure to security or compliance standards (CMMC, NIST, HIPAA, etc.) is helpful but not required

• Required Certifications (or ability to obtain within 90 days):

o MS-900: Microsoft 365 Certified: Fundamentals

o AZ-900: Microsoft Azure Fundamentals

o SC-900: Security, Compliance, and Identity Fundamentals