IT and Cyber Service Delivery Specialist

Who Are We? 
Groundswell is a premier technology integrator resolutely committed to solving the most complex challenges facing federal agencies today. Our name, Groundswell, represents our commitment to be an unstoppable, seismic change in government. Ours is a small company culture with big company reach and results.  Are you ready to be audacious, be bold and drive change at a rapid pace?  Join us, where we’ll make a greater impact together.
 

What You'll do:

Groundswell is seeking an attentive, customer-focused IT and Cyber Service Delivery Specialist to provide hands-on technical and cybersecurity support to company leadership and staff. This individual will serve as the executive-facing, concierge-level IT support representative, ensuring a seamless and secure technology experience for Groundswell executives and senior management.

The ideal candidate combines strong technical troubleshooting skills with exceptional professionalism, discretion, and attention to detail. They will provide Tier 1 IT and cybersecurity support, manage service delivery requests, and coordinate with internal IT and Security teams to ensure rapid resolution of issues. This is a full-time, on-site position located in McLean, VA, requiring presence five days per week during normal business hours.

Core Responsibilities

Technology Support

• Serve as the primary IT point of contact for designated executives, providing white-glove, concierge-level service for all technology and cybersecurity needs.
• Proactively monitor and maintain executive systems, devices, and collaboration tools to ensure uptime and reliability.
• Configure and support laptops, mobile devices, conferencing systems, and peripherals for executive use.
• Provide immediate, discreet, and professional technical support for executive meetings, travel, and presentations.
• Coordinate with cybersecurity and IT teams to ensure executive devices remain compliant and secure.

Tier 1 Help Desk and IT Support

• Provide Tier 1 support for user account management, hardware setup, software troubleshooting, and network connectivity.
• Log, track, and manage support tickets using the corporate help desk system, escalating as needed to higher-tier teams.
• Troubleshoot issues across Microsoft 365, Windows, and common enterprise applications.
• Support new employee onboarding and offboarding activities, including account provisioning and device configuration.
• Maintain detailed records of support activities and recurring issues to improve service efficiency.

Cybersecurity and Compliance Support

• Assist with endpoint security monitoring and basic incident response activities.
• Enforce and communicate cybersecurity best practices to users, including password management and data protection.
• Support compliance and security initiatives aligned with CMMC, NIST 800-171, and ISO 27001 frameworks.
• Ensure that systems and devices are configured according to company security policies and baselines.

Service Delivery and Continuous Improvement

• Manage IT service delivery expectations, ensuring timely and effective resolution of user issues.
• Track and report service metrics to management, highlighting opportunities for improvement.
• Participate in special projects to enhance IT and cybersecurity service quality.
• Collaborate cross-functionally with IT, Security, and Operations teams to strengthen overall support efficiency.
• Perform other duties as assigned.

Required Qualifications

• U.S. Citizenship required with ability to pass a government background check.
• 2–4 years of experience in IT support, help desk, or service delivery roles.
• Proven ability to troubleshoot hardware, software, and network issues in a Windows and Microsoft 365 environment.
• Strong customer service skills with the ability to communicate effectively and professionally with senior executives.
• Experience supporting collaboration tools such as Teams, Zoom, and SharePoint.
• Familiarity with cybersecurity fundamentals and endpoint protection solutions.
• Excellent organizational skills with the ability to manage multiple priorities.
• Must be based in the DC Metro area and available on-site five days per week.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Security+, or Microsoft 365 Fundamentals.
• Experience