Frontline Account Manager - TSSCI w/ Poly

Required Skills & Experience

• 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.

Nice to Have Skills & Experience

• 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.

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.