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Customer Support Representative (Assisting Employees with their System Access) - Job Opportunity at Windward Consulting

Fort Meade, United States
Full-time
Mid-level
Posted: March 10, 2025
On-site
USD 75,000 - 95,000 annually based on location, clearance requirements, and technical scope

Benefits

Comprehensive Health Coverage with Medical, Dental, and Vision Insurance
401(k) with Company Match - Supporting Long-term Financial Growth
Disability Coverage (Short and Long-term) - Enhanced Income Protection
Multiple Life Insurance Options including AD&D - Flexible Security Planning
Generous PTO and Holiday Package - Supporting Work-Life Balance
Flexible Spending Accounts - Tax-Advantaged Healthcare Savings

Key Responsibilities

Lead end-to-end employee system access management ensuring security compliance and operational efficiency
Drive process optimization for onboarding/offboarding workflows to minimize business disruption
Manage critical system access coordination across DOD and classified environments
Oversee enterprise-wide authorized service interruption scheduling and execution
Direct ITSM and Jira operations to maintain service delivery excellence
Facilitate cross-functional collaboration between technical teams and stakeholders
Champion process improvement initiatives to enhance operational effectiveness

Requirements

Education

Bachelor's Degree (or Master's with reduced experience requirement)

Experience

4-8 years relevant experience with Bachelor's or 2-6 years with Master's

Required Skills

System Access Management ITSM and Jira Administration SharePoint Management Process Documentation Strong Communication Skills Problem-solving Critical Thinking Task Management Microsoft Office Suite ServiceNow Experience (preferred) AWS Familiarity (preferred) ITIL Knowledge (preferred)

Certifications

Active DoD Secret Clearance Security+ or equivalent DOD 8570 IAT level II (preferred)
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Sauge AI Market Intelligence

Industry Trends

The defense IT sector is experiencing increased demand for security-focused support roles due to heightened cybersecurity concerns and digital transformation initiatives. There's a growing emphasis on process automation and digital workflow management in classified environments, particularly within DOD contracts. The integration of commercial best practices with government security requirements is creating unique hybrid skill requirements for support roles.

Role Significance

Typically part of a 5-10 person technical support team within a larger IT operations structure
Mid-level position with significant operational impact due to its focus on system access management in classified environments

Key Projects

Security clearance management and compliance initiatives Process automation for access management workflows Service interruption coordination for critical systems Cross-functional collaboration frameworks

Success Factors

Strong understanding of DOD security protocols and compliance requirements Exceptional attention to detail in managing system access processes Ability to balance security requirements with operational efficiency Strong stakeholder management skills across military and civilian contexts

Market Demand

High demand position due to the specialized combination of technical support skills and security clearance requirements. The defense sector's continued modernization efforts are driving sustained demand for these roles.

Important Skills

Critical Skills

Security clearance management experience - essential for DOD environment operations ITSM and workflow management - core to daily operations and process efficiency Stakeholder communication - crucial for cross-functional effectiveness

Beneficial Skills

Cloud technology familiarity - increasingly important as DOD modernizes systems Automation tools knowledge - valuable for process improvement initiatives Change management experience - helpful for service interruption coordination

Unique Aspects

Rare combination of technical support and classified environment experience
Direct impact on national security infrastructure
Exposure to both commercial and government IT practices

Career Growth

2-3 years in role before advancement, depending on project complexity and leadership opportunities

Potential Next Roles

IT Operations Manager Security Access Control Manager Technical Program Manager Process Improvement Lead

Company Overview

Windward Consulting

Windward Consulting specializes in Service-Centric IT solutions for high-security environments, particularly focusing on DOD and Fortune 500 clients

Well-established player in the defense consulting sector with strong relationships with key government agencies
Strategic presence in major defense locations, particularly strong in the Maryland/DC area
Fast-paced, security-focused environment with emphasis on professional development and technical excellence
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