This is a 6-month contract position based in Washington, District of Columbia. We seek an IT Specialist to provide comprehensive technical support to end users, ranging from front-line assistance to advanced troubleshooting and system configuration. This role ensures reliable IT operations across the organization by resolving incidents, fulfilling service requests, and supporting enterprise technologies.
Responsibilities
- Serve as a primary point of contact for IT support via phone, email, ticketing system, and in-person.
- Troubleshoot and resolve hardware, software, and network issues at both basic and advanced levels.
- Assist users with account access, password resets, MFA issues, and general identity-management tasks.
- Perform workstation setup, imaging, deployment, and peripheral configuration.
- Support enterprise applications and departmental systems, including specialized tools.
- Conduct root-cause analysis and implement long-term solutions for recurring problems.
- Document all interactions and technical procedures accurately in the ticketing system.
- Escalate issues appropriately and collaborate with system administrators, infrastructure teams, and vendors.
- Manage user accounts, security groups, file permissions, and access requests.
- Provide guidance, mentorship, and knowledge-sharing with support staff.
- Assist with system upgrades, patching, deployments, and lifecycle management of workstations.
- Educate users on IT policies, procedures, and best practices.
Qualifications
- Required
- Bachelor's degree in IT or related field, or equivalent experience.
- 6+ years of experience providing IT support, service desk operations, or system troubleshooting.
- 6+ years of working knowledge of Windows OS, macOS, Microsoft 365, Active Directory, and basic networking.
- 6+ years of experience supporting mobile devices (iOS and Android), including enterprise management profiles.
- 6+ years proficient with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, Word, etc.).
- 6+ years ability to diagnose and resolve both basic and complex technical issues across multiple operating systems.
- Familiarity with basic cybersecurity practices such as MFA, endpoint protection, and secure data handling.
- Ability to follow ITIL best practices for incident, problem, and change management.
- Strong communication, customer service, and problem-solving skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Ability to lift, move, and install computer hardware up to 25-40 lbs.