IS Support Specialist

SICPA SA•Springfield, VA

3d•Onsite

About The Position

The IT Support Engineer is responsible for delivering high-quality end-user support services to ensure a secure, reliable, and efficient IT environment. This role focuses on on-site and service desk support, endpoint lifecycle management, and user satisfaction, while actively contributing to continuous improvement initiatives. The position includes hands-on responsibility for Microsoft Intune and Windows Autopilot, supporting modern device management, provisioning, compliance, and security across corporate endpoints.

Requirements

Strong customer service and communication skills
Ability to prioritize and resolve issues efficiently
Team collaboration and coordination
Continuous learning mindset
Results-driven and accountable
Strong knowledge of Microsoft Windows client and server operating systems, Office 365 applications suite.
Advanced knowledge of personal computers (Dell and Apple), Local Area and Wireless network, Virtual Private Network, telecommunications systems to include VoIP, voice mail and cell phones.
Knowledge of virtualization platforms VMware and Hyper-V
Knowledge of backup and Recovery solutions such as Veeam
Knowledge of physical network operations, patch panels, network switches
Cisco Call Manager and network administration, ip networking, vlans, firewalls
Bachelor’s degree in Computer Science or Secondary education and computer certification and/or specialized vocational training required.
ITIL foundation certification required
Minimum 5 years of experience in IT operations and support required.

Responsibilities

Provide on-site and remote technical support for laptops, desktops, printers, mobile devices, and videoconferencing systems
Install, configure, maintain, monitor, and troubleshoot end-user hardware and software
Escalate incidents and service requests according to agreed SLA’s.
Coordinate with internal teams to resolve technical issues.
Maintain accurate asset and configuration records (CMDB)
Provide VIP and sensitive support requests following company governance
Act as a single point of contact for IT incidents and service requests
Log, categorize, prioritize, and resolve incidents using the ticketing system
Perform first-level diagnostics and resolve issues at first contact when possible
Monitor high-priority tickets and communicate status to users
Manage end-user communications related to outages and maintenance
Manage corporate endpoints using Microsoft Intune
Configure and maintain Windows Autopilot profiles for zero-touch provisioning
Deploy applications, security policies, and compliance configurations
Monitor and remediate non-compliant devices
Support device lifecycle management including provisioning and decommissioning
Ensure camera system hardware is operational and performing optimally at all times
Monitor, maintain, and escalate issues related to camera system hardware failures
Perform backup monitoring and ensure successful backup and recovery operations
Support backup restoration and recovery activities as required
Monitor Uninterruptible Power Supply (UPS) systems and escalate alerts or failures
Create and maintain user documentation and knowledge base articles
Participate in user satisfaction surveys and improvement initiatives
Contribute to continuous service and process improvements
Participate in IT projects as an end-user services subject matter expert
Support device rollouts, migrations, upgrades, and go-live activities
Assist with testing, documentation, and user readiness activities