Title: Technical Support Analyst (Tier II)
Location: Onsite (Washington, D.C.)
Terms: Full-time
Salary: 75-95K DOE
Clearance: Active Top Secret with SCI eligibility required
Travel: <10%

This position supports a high-security federal environment where reliable IT infrastructure and responsive technical support are critical to mission operations. The environment requires maintaining system performance, ensuring security compliance, and supporting end-users across mission-critical systems. The core challenge: maintaining secure, stable, and high-performing systems while quickly resolving issues and minimizing operational disruption.

Position Description

As a Technical Support Analyst (Tier II) at Revolutional, you will be responsible for the installation, configuration, maintenance, and security of enterprise IT systems. You will ensure the smooth operation of mission-critical infrastructure while providing hands-on technical support to end-users. This role requires the ability to troubleshoot across multiple system layers, maintain system integrity, and operate effectively in a structured, security-conscious environment.

Responsibilities

• Install, configure, and maintain operating systems, applications, and software patches
• Monitor system performance and troubleshoot issues to ensure optimal operation
• Implement security measures to protect systems from unauthorized access and cyber threats
• Conduct security audits and apply updates and patches as needed
• Provide technical support to end-users, including troubleshooting hardware, software, and connectivity issues
• Set up and manage user accounts and access controls
• Implement and maintain backup and disaster recovery solutions
• Test backup systems regularly to ensure reliability and data integrity
• Maintain accurate documentation of system configurations, procedures, and troubleshooting steps
• Generate reports on system performance, capacity, and security posture
• Identify opportunities to automate repetitive tasks and improve system administration efficiency
• Collaborate with IT teams and stakeholders to support mission objectives

Technical Environment (Optional)

• Operating Systems: Windows and/or Linux
• Virtualization: VMware, Hyper-V
• Networking: Standard networking protocols and concepts
• Practices: System administration, security management, backup and recovery, automation
  Note: This environment operates within a classified setting with strict security and operational requirements.

What You Bring (Requirements):
Baseline Requirements

• Active Top Secret clearance with SCI eligibility
• Security+ certification
• 3+ years of experience in IT support, system administration, or a related role
• Willingness and ability to work flexible shifts (6am–2pm ET or 2pm–10pm ET)

Technical Capabilities

• Experience installing, configuring, and maintaining operating systems and applications
• Experience troubleshooting hardware, software, and network issues
• Familiarity with system security practices, patching, and vulnerability mitigation
• Experience with backup and disaster recovery processes
• Understanding of virtualization technologies (e.g., VMware, Hyper-V)
• Familiarity with networking concepts and protocols

Core Strengths

• Strong troubleshooting and problem-solving skills
• Ability to operate effectively in fast-paced, mission-critical environments
• Strong communication and customer support skills
• Attention to detail and commitment to system reliability and security

Nice to Have (Differentiators):

• Bachelor's degree in Information Technology, Computer Science, or related field
• Advanced experience with Windows and/or Linux system administration
• Experience with automation tools or scripting
• Experience supporting classified or high-security environments
• Strong interpersonal skills and ability to collaborate across teams

Please note physical requirements:

This onsite role requires a mix of help desk, deskside, and VIP support in a secure federal environment. Candidates must be able to perform the essential functions of the position, with or without reasonable accommodation. Physical requirements may include sitting for extended help desk coverage; standing and walking for deskside or project-based support; walking between nearby Department of State buildings; occasional stair use; bending, kneeling, crouching, crawling, and reaching to install, troubleshoot, inventory, move, or remove equipment; lifting and carrying IT equipment up to 30 pounds without assistance; assisting with two-person or team-lift items that may exceed 50 pounds; pushing or pulling carts or dollies; and supporting office moves, equipment deliveries, hardware refreshes, inventory validation, and equipment lifecycle activities.