System Support Specialist – Puerto Rico

About the role

Serco is seeking a System Support Specialist to join its Defense team supporting the Army USACE program in Puerto Rico. You will provide on‑site technical assistance, ensure IT infrastructure health, and support end‑user devices across CASTLE‑NET field offices.

Key responsibilities

• Perform IT infrastructure and end‑user device wellness checks, network performance evaluations, and conference‑room equipment inspections.
• Maintain, troubleshoot, upgrade, and administer AV/VTC systems, including Polycom 500 and SX 80 units.
• Manage network accounts, file shares, tech‑refresh services, SIPRNET transition, and legacy application/server reduction.
• Track Service Level Agreements, process invoices, handle Move‑Add‑Change (MAC) requests, and maintain application workbooks.
• Resolve system outages, conduct maintenance trend analysis, and coordinate with OEMs and program‑level support.
• Provide customer support for network connections, firewall change requests, and general network queries.

Required profile

• Active DoD Secret clearance and current IAT Level II certification.
• High School Diploma/GED + 6 years IT‑related experience, or Associate degree + 4 years, or Bachelor’s degree + 2 years.
• Experience delivering AV/VTC support and troubleshooting Polycom 500/SX 80 systems.
• Ability to travel up to 10 % and maintain a valid U.S. passport.

Required skills

• AV/VTC systems (Polycom 500, Polycom SX 80)
• Network troubleshooting and performance evaluation
• Firewall configuration and change management
• Database management
• SLA tracking and MAC management
• IT ticketing and asset disposal procedures

What we offer

• Opportunity to work on critical Army USACE projects.
• Collaborative environment with a dedicated defense team.
• Professional development and potential for career growth.