Frontline Account Manager - TSSCI w/ Poly

Job Description

We are seeking a highly motivated and skilled Frontline Account Manager to serve as the first point of contact for a large, mission-critical government organization operating in a 24x7 environment. This role combines the responsibilities of a Service Desk Technician and Mission IT Operator, delivering both customer-facing support and direct operational monitoring to ensure continuity of service and rapid issue resolution.

As a Frontline Account Manager, you will provide Tier 1 support via phone, email, and walk-up channels, handling inbound incidents, service requests, and technical issues across a range of systems, applications, and platforms (including Windows and Linux). You will be responsible for incident triage, ticket creation in a web-based CRM, initial troubleshooting, and escalation where appropriate—ensuring issues are resolved promptly or directed to the correct technical teams.

This role requires a high level of technical aptitude, communication skills, and multitasking ability, along with a strong commitment to customer satisfaction and operational excellence. You will support system and network stability, monitor enterprise IT infrastructure, restart services and hardware when needed, and coordinate with Tier 2/3 teams to address complex problems. As part of a globally integrated service center, you’ll be expected to interface with government leadership, system operators, and engineers, while maintaining clear documentation and contributing to continuous service improvement.

Skills and Requirements

• Minimum 3 years of experience in Help Desk support, IT service desk, or systems administration roles.
• Proven ability to work shift-based schedules, including nights, weekends, holidays, and 12-hour shifts, to support 24x7 mission-critical operations.
• Demonstrated customer service orientation, with experience supporting end users across phone, email, and walk-up service channels.
• Experience with Microsoft Active Directory administration (user accounts, group policies, access permissions).
• Understanding of basic networking concepts such as DNS, DHCP, TCP/IP.
• Proficient in file/folder/share security within Microsoft environments.
• Familiarity with RSA token administration or similar authentication systems.
• Experience administering or supporting UNIX, Linux, and Windows server/client environments.
• Knowledge of or hands-on experience with virtualization platforms, especially VMware.
• Familiarity with enterprise monitoring tools such as HP OpenView or CA Concord.
• HDI Customer Help Desk Analyst certification or equivalent.
• Microsoft Office Specialist certification or demonstrable proficiency with Office suite.
• Experience supporting or interacting with Enterprise Management Systems.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].