IT Support Specialist 3 (Body-Worn Cameras, AXON)

We have an exciting opportunity to join us in supporting one of our valued customers as IT Support Specialist 3 (Body-Worn Cameras, AXON) to work out of Arlington, VA.

*Hybrid*

Essential Duties:

• Create, modify, and deactivate user accounts across cloud-based systems.
• Manage user permissions, groups, and access levels.
• Maintain accurate user access documentation and ensure compliance with onboarding/offboarding processes.
• Provide Tier 1-2 support related to cloud-based Axon Evidence VRS and applicable hardware/software.
• Collaborate and escalate complex issues to the appropriate internal team or vendors when necessary.
• Review and assess vendor release notes, updates, and scheduled enhancements for supported applications, providing periodic communication to stakeholders.
• Create, update and close internal/external tickets following SLA protocols, coordinating with the appropriate resources for resolution and next steps while prioritizing based on impact and priority level.
• Communicate ticket status updates to users and escalate when appropriate.
• Perform periodic system configuration reviews to ensure compliance with security and organizational policies.
• Contribute to the creation and maintenance of IT documentation, SOPs, periodic reports and onboarding materials.
• Maintain detailed logs of technical activities, ticket resolutions, system changes, and user interactions.
• Follow established procedures and contribute to updating VRS documentation and SOPs.

Required Qualifications:

• 2-4 years of experience in IT support, helpdesk and/or systems administration.
• Strong troubleshooting and analytical skills.
• Experience with user account provisioning (AD, Azure AD, SaaS identity systems).
• Excellent communication, customer service, and documentation skills.
• Ability to manage multiple priorities.

Preferred Qualifications:

• Familiarity with SCRUM methodologies.
• Experience with ticketing systems.
• Exposure to cloud platforms.
• Working knowledge of basic networking and cybersecurity fundamentals.
• Familiarity with SSO, SAML, or identity lifecycle management.
• Certifications are a plus (A+, Network+, Security+, Microsoft 365).

Education/ Certification:

• High school diploma or equivalent

Required Clearance: Ability to Obtain Public Trust

Travel: TBD

USfalcon has grown from our roots in 1984 to become a mid-tier professional services company supporting a diverse and global customer base of DoD and Federal Agencies. We have been excelling in diverse platforms for almost 30 years and continue to be an industry leader. If you thrive in an organization that values integrity, commitment, stewardship, and service, we want to meet you. We deliver core capabilities in Aviation, Space, Information Technology, and Business Operations and continue to grow and expand our competencies, contracts and customer base, adding to our long history of supporting customer and community needs. Learn more at www.usfalcon.com/history.