Technical Support IT Specialist

Qualifications

• Bachelor’s degree in IT or related field, or equivalent experience
• 6 plus years providing IT support, service desk operations, or system troubleshooting
• Working knowledge of Windows OS, MacOS, Microsoft 365, Active Directory, and basic networking
• Experience supporting mobile devices (iOS and Android), including enterprise management profiles
• Proficiency with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Excel, Word) and ability to resolve basic and complex issues across multiple operating systems
• Familiarity with basic cybersecurity practices (MFA, endpoint protection, secure data handling) and ITIL incident, problem, and change management
• Able to work onsite in Washington, DC and to lift, move, and install computer hardware up to 25 to 40 lbs
• Strong communication, customer service, and problem-solving skills; able to work independently and collaboratively in a fast-paced environment

Required Skills

• End-user technical support and service desk operations (phone, email, ticketing, in-person)
• Hardware, software, and network troubleshooting at basic and advanced levels across Windows and MacOS
• Identity and access management: account access, password/MFA resets, security groups, and permissions
• Workstation setup, imaging, deployment, peripheral configuration, patching, and lifecycle management
• Mobile device support (iOS and Android) including enterprise management profiles
• Root-cause analysis, documentation, and ITIL incident/problem/change practices
• *Software / tools:* Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Excel, Word), Active Directory, ticketing systems, endpoint protection/MFA tools