IT Specialist -Front Line Support (Nashville, TN)Provide Tier 1 front-line support for users in an Azure Government Commercial Cloud environment, resolving incidents and service requests while maintaining secure, compliant access to Microsoft 365 and endpoint services. Your role:Provide Tier 1 support for Microsoft 365/ Entra ID, SharePoint, and endpoint/virtual desktop services by triaging and resolving user requests, access issues, and low-to-medium complexity incidents in a regulated cloud environment. Manage the ServiceNow ticket queue to established service level agreements (SLAs) and collaborate with cyber/security operations, endpoint engineering, VDI/virtualization teams, and application owners to restore service and implement required changes. Build hands-on experience in identity lifecycle management, incident response, and governance/compliance (e.g., vulnerability and risk reporting) by participating in incident response plan (IRP) tabletop/attack simulation exercises and supporting escalation and remediation activities. You're the right fit if: No prior experience required with Bachelor's Degree OR minimum 4 years of experience with Vocational Education in areas such as Technology Service Management, Customer Service or equivalent. Your skills include experience providing Tier 1/2-style support using ticketing systems (ServiceNow preferred) and troubleshooting end-user applications across pooled/dedicated virtual desktop infrastructure (VDI) and physical desktops. You understand how virtual machines and VDI work (including the difference between dedicated vs. pooled desktops) and can diagnose issues using logs and evidence—not trial-and-error. You have a Bachelor's Degree/ Vocational Education in Information Technology, Business Administration, Computer Science or equivalent. Prior work supporting government/public sector customers or working in regulated environments is preferred, but not required. Must have DoD 8140 Certification (Cloud or GICSP or SSCP or Security or GSEC or A or CND or Network or ISC 2 CC), or achieve within three months of employment. You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. You’re an effective communicator with a customer-service mindset, able to document clear work instructions/knowledge articles and explain solutions to end users. You can prioritize and manage multiple tickets while adhering to established IT service management (ITIL) processes and security requirements, escalating appropriately when risk or complexity increases. Prior work supporting government/public sector customers or working in regulated environments is preferred, but not required. U.S. Citizenship is required for this role. How we work together. We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.(This is a remote work-home based role.)