RICO L. JACKSON
Arlington,USA
Summary
Experienced IT Support and Service Desk professional with over 14 years of supporting federal government agencies in classified and unclassified environments. Proven expertise in technical support operations, account management, asset management, troubleshooting, and security compliance. Recognized for delivering reliable, customer-focused support, maintaining accountability of sensitive equipment, and ensuring adherence to federal and Department of Defense (DoD) security standards. Strong communicator with the ability to resolve complex technical issues, coordinate across teams, and support mission-critical operations in high-tempo environments.
Overview
17
17
years of professional experience
Work History
Service Desk Analyst
ARNG NCR NEC Bridge
Arlington, VA
02.2025 - Current
- Provide Tier I and Tier II technical support to end users in a high-tempo enterprise environment supporting Army National Guard operations
- Provide support across classified (SIPR) and unclassified (NIPR) networks
- Create, configure, and manage NIPR and SIPR user accounts, ensuring proper provisioning, permissions, and compliance with DoD security requirements
- Troubleshoot and resolve hardware, software, network, VPN, and account access issues to ensure mission readiness and minimal downtime
- Utilize ticketing systems (Remedy/Bomgar) to document incidents, service requests, and resolutions in accordance with Service Level Agreements (SLAs)
- Support user account management, password resets, and access requests in Active Directory in compliance with access control policies
- Install, configure, and maintain desktops, laptops, printers, and peripheral devices
- Monitor system and network connectivity issues and escalate complex or high-impact incidents to higher-tier support teams
- Provide customer-focused support while maintaining professionalism and adherence to IT service management best practices
- Ensure compliance with Department of Defense (DoD) security standards and organizational procedures
Senior IT Specialist
IMTAS — FBI Headquarters
09.2021 - 02.2025
- Managed inventory and accountability of highly classified IT equipment in compliance with federal security standards
- Performed secure destruction of hard drives and electronic media following FBI security protocols
- Tested and validated electronic storage devices for reuse or destruction
- Installed, maintained, and troubleshot systems in classified and unclassified environments
- Conducted IT audits to ensure compliance with federal policies and security procedures
- Provided technical support and guidance to users on hardware and software issues
IT Computer Specialist / Account Manager
Leidos — Joint Base Anacostia-Bolling (JBA)
Washington, DC
10.2018 - 01.2025
- Processed and managed over 18,000 IT account requests, including account creation, modification, and deletion
- Utilized EITSM and Remedy systems to track and manage customer requirements
- Ensured compliance with federal IT security policies and procedures
- Supported VIP account maintenance and prepared status reports for leadership
- Identified potential security risks and supported mitigation efforts
Senior Help Desk Technician
Powder River Industries
02.2024 - 06.2024
- Delivered advanced technical support for hardware, software, and network issues across multiple departments
- Managed high-priority support tickets and ensured timely resolution of mission-critical issues
- Installed and configured computer systems, peripherals, and applications
- Trained junior technicians on troubleshooting methods and customer service practices
- Documented support activities and resolutions within the ticketing system
IT Support Specialist
Insight Global
Arlington, VA
12.2017 - 11.2018
- Provided multi-tier IT support for over 15,000 systems across enterprise environments
- Delivered remote and desk-side support for users on secure government networks
- Installed, configured, and updated hardware and software systems
- Resolved server, desktop, printer, and application issues
General Clerk
Department of Veterans Affairs
Washington, DC
10.2009 - 12.2017
- Managed incoming and outgoing shipments, including FedEx and UPS logistics
- Tracked and delivered IT equipment and sensitive materials
- Maintained accurate records and ensured compliance with handling procedures
- Provided reliable customer service to internal staff and departments
Education
IT Network Security
CompTIA Security+CE (Active Through 2027)
08-2018
Computer Repair Certificate -
Montgomery College
12-2014
High School Diploma -
Watkins Mill High School
Gaithersburg, MD05-2009
Skills
- User support and troubleshooting
- Tier I / Tier II Technical Support
- IT Asset Lifecycle Management
- Hardware & Software Troubleshooting
- System Installation & Configuration
- Inventory Control & Auditing
- Security Compliance & Classified Systems Handling
- Active Directory & Account Management
- Remedy / Bomgar Ticketing Systems
- Skilled in utilizing Microsoft Office 365 tools
- Linux Systems Support
- Quality Assurance & Documentation
- Customer Service & End-User Training
- Team Collaboration & Problem Resolution
Timeline
Service Desk Analyst
ARNG NCR NEC Bridge
02.2025 - Current
Senior Help Desk Technician
Powder River Industries
02.2024 - 06.2024
Senior IT Specialist
IMTAS — FBI Headquarters
09.2021 - 02.2025
IT Computer Specialist / Account Manager
Leidos — Joint Base Anacostia-Bolling (JBA)
10.2018 - 01.2025
IT Support Specialist
Insight Global
12.2017 - 11.2018
General Clerk
Department of Veterans Affairs
10.2009 - 12.2017
IT Network Security
CompTIA Security+CE (Active Through 2027)
Computer Repair Certificate -
Montgomery College
High School Diploma -
Watkins Mill High School