IT Specialist

Position Overview:

The IT Specialist (On-Site) provides technical support for Anovaeon personnel supporting case processing operations within an ICE short-term residential facility. This position is responsible for troubleshooting hardware, software, network connectivity, and user access issues while maintaining workstation functionality, operational technology, and network connectivity. The IT Specialist works closely with facility IT personnel and other technical teams to resolve issues, maintain reliable technology systems, and ensure continuity of operations.

Essential Functions:

Networking, Hardware, & Infrastructure Support

• Assist with the deployment, configuration, and maintenance of local area networks (LAN), wireless networks, internet connectivity, workstations and operational equipment throughout the facility.
• Support the installation and troubleshooting of network switches, wireless access points, structured cabling, and network-connected devices, printers, scanner, and other peripheral equipment.
• Perform basic network diagnostics, including IP configuration, connectivity testing, DNS resolution, and troubleshooting of workstations, network connected devices and peripheral equipment.
• Monitor network performance and escalate issues affecting operational systems, communications, or internet services.
• Assist with provisioning and troubleshooting VoIP telephone systems and conferencing equipment.
• Replace or repair hardware components when necessary and ensure operational equipment is functioning properly to support processing activities.
• Maintain network equipment inventories, labeling standards, and documentation of network layouts and cabling infrastructure.
• Coordinate with internet service providers (ISP), telecommunications vendors, and facility IT personnel during installations, upgrades, maintenance activities and service incidents.
• Support implementation of network security controls including endpoint connectivity standards, wireless security, and access control requirements.
• Assist with deployment and support of Microsoft Intune-managed devices and endpoint connectivity troubleshooting.
• Participate in facility start-up activities, including workstation deployment, network infrastructure setup, and technology readiness validation

Education & Experience

• Experience supporting network infrastructure deployments, office buildouts, or facility startup operations preferred.
• Familiarity with Cisco Meraki, Ubiquiti, Fortinet, or other enterprise networking platforms preferred.
• Industry certifications such as CompTIA Network+, A+, Security+, Microsoft Fundamentals, or equivalent certifications are preferred.

Technical Support & Troubleshooting

• Provide first-line technical support by troubleshooting hardware, software, workstation, and application issues affecting operational staff.
• Diagnose and resolve workstation, printer, scanner, and peripheral device problems
• Assist users with login issues, system access problems, and application errors
• Respond to user support requests and resolve issues in a timely manner

System Access & User Support

• Assist personnel with system access requests, account setup, and password resets
• Troubleshoot login issues, system access problems, user credential issues, and application errors.
• Help staff navigate operational systems and resolve technical usability issues
• Provide guidance to users on proper use of equipment and systems

Coordination with Facility IT

• Coordinate with facility and government IT personnel to resolve technical issues requiring higher-level support.
• Escalate technical problems affecting operational systems or network connectivity
• Support coordination of system updates, equipment changes, or IT maintenance activities
• Assist in implementing technical guidance provided by facility or government IT teams

Operational Continuity Support

• Monitor technical issues that may impact processing operations and escalate concerns as needed
• Help ensure workstations, network connectivity, and equipment remain operational during shifts
• Assist supervisors and operational leadership in resolving technical disruptions affecting workflow

Documentation & Issue Tracking

• Document technical issues, resolutions, support requests, and equipment updates to support troubleshooting and operational awareness.
• Track recurring technical issues and provide feedback to leadership regarding potential improvements.
• Maintain organized records of IT assets, support activities, and technical documentation.

Knowledge and Skills

• Strong troubleshooting skills for common IT hardware and software issues
• Familiarity with Windows operating systems and standard office applications
• Ability to diagnose workstation and peripheral device problems
• Strong customer service and user support skills
• Ability to explain technical concepts clearly to non-technical users
• Strong organizational and problem-solving skills
• Ability to prioritize multiple technical support requests in operational environments
• Understanding of TCP/IP networking fundamentals, DNS, DHCP, VLANs, and wireless networking concepts.
• Experience supporting enterprise network infrastructure including switches, wireless access points, firewalls, and internet connectivity.
• Ability to use network troubleshooting tools such as ping, traceroute, ipconfig, nslookup, and basic network monitoring utilities.
• Familiarity with structured cabling standards, patch panels, and network equipment installation.
• Experience supporting VoIP telephone systems and network-connected devices preferred.
• Knowledge of Microsoft 365, Entra ID (Azure AD), and Intune device management preferred.
• Understanding of cybersecurity best practices including MFA, endpoint security, and basic access control principles.
• Ability to work independently in remote or field-based operational environments with minimal supervision.

Education and Experience

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred
• Minimum 1-2 years of experience in IT support or help desk roles
• Experience providing on-site technical support in operational or enterprise environments preferred
• Experience troubleshooting hardware, network connectivity, and workstation issues preferred

Requirements of Employment

• Employees must be a U.S. Citizen to meet contractual requirements
• Employment is contingent upon successful completion of the following screening:
• • Federal background investigation (up to and including a Tier 4 DHS clearance)
  • Criminal history check
  • Verification of employment and education history
  • Compliance with all government credentialing requirements
  • Drug screening
• Employees must adhere to all federal security, confidentiality, and operational protocols while working within government facilities.

Work Environment

• On-site in Alexandria LA
• Fast-paced operational environment requiring attention to detail and professionalism

Physical Requirements:

• Ability to sit at a computer workstation for extended periods while conducting data entry and interviews
• Ability to stand and walk for extended periods during facility operations (up to 8-12 hours per shift)
• Ability to lift, carry, and move supplies and equipment up to 50 pounds
• Ability to bend, stoop, reach, and perform repetitive motions
• Ability to respond quickly to emergency situations throughout the facility
• Visual acuity for detailed computer work and document review