IT Support Assistant – Top Secret Clearance | Vaihingen, Germany

Cambridge International Systems, Inc.

Join a dynamic global team united by shared values: commitment, integrity, and perseverance. At Cambridge, you’ll work alongside top talent worldwide, tackling some of today’s most complex and critical challenges in defense and security.

We are currently seeking a Mid and Senior IT Support Assistant to support operations in Vaihingen, Germany. This is a full‑time OCONUS position requiring an active DoD Top Secret clearance, eligibility for NATO Indoctrination and TESA accreditation.

TESA certification provides significant tax exemptions for U.S. employees stationed in Germany — along with other great Cambridge provides benefits like housing, COLA, and dependent education reimbursements, etc.

• Technical Support:
  Provide timely and effective troubleshooting, guidance, and solutions for technical issues related to computer hardware, software, network configurations, system/application access, and telecommunications systems via phone or self‑service ticketing system.
• Problem Diagnosis:
  Analyze and identify technical issues by reviewing historical records and employing systematic troubleshooting techniques. Accurately isolate and resolve problems to ensure minimal downtime for customers.
• Collaboration and Escalation:
  If necessary, route calls or issues to specialized product line specialists, system/application support teams, or external support vendors for resolution, ensuring clear communication and follow‑through until the issue is resolved.
• Documentation and Tracking:
  Maintain detailed records of all customer interactions, technical issues, resolutions, and follow‑up actions. Update and manage tracking databases to ensure accurate documentation and service metrics.
• Trend Analysis & Reporting:
  Proactively monitor and identify recurring issues or patterns of problems and communicate findings to management. Recommend solutions or improvements based on trends to reduce the occurrence of recurring issues.
• Customer Satisfaction:
  Strive to provide excellent customer service by maintaining a professional and patient approach while resolving technical issues. Ensure that customers are fully informed about the status of their requests and solutions.
• Continuous Improvement:
  Stay updated on the latest technologies and industry best practices. Contribute to the continuous improvement of support processes, tools, and customer service strategies.

• Education & Experience:
  • Mid‑Level: Bachelor’s Degree and 1+ years of experience in DOD environment OR High School and 2+ years of experience in DOD environment
  • Senior‑Level: Bachelor’s Degree and 3+ years of experience in DOD environment OR High School and 5+ years of experience in DOD environment
• Certifications:
  
  Security+ and/or CCNA, CCNP certifications.
• Must have a current and active DoD Top Secret security clearance.
• Proficient with modern IT tools and infrastructure technologies.

Must have an active passport to support OCONUS travel and/or living requirements. Primarily an office‑based role in Vaihingen, Germany. Standard desk/computer work with flexibility for walking and movement on site.

Must be able to work in an office environment, sitting at a desk, looking at a computer for most of the workday. Work is physically comfortable; the employee has discretion about sitting, walking, standing, etc. May be required to travel short distances to offices/conference rooms and buildings on site. Employment is contingent upon successful background investigation. Drug screening may be required for federal contract compliance.

• Medical, dental, vision, life, accident, and critical illness insurance
• 401(k) immediate vesting and match
• Paid time off and company holidays
• Relocation assistance
• Sign‑on and performance‑based bonuses
• Employee referral program
• Access to Tickets at Work, EAP, wellness initiatives, and more

If you're driven by mission, technology, and teamwork—we want to hear from you. Cambridge is growing, and this position is just one of many opportunities on our global team. Know someone perfect for…