IT Field Service Representative/IT Support Specialist

Arcfield•Chantilly, VA

About The Position

The IT Field Service Representative/IT Support Specialist is a hybrid role that blends technical support for end-users and the administration of IT systems. This position is responsible for ensuring smooth day-to-day operation of IT services, providing frontline technical support to end-users, and managing the organization’s IT infrastructure. The individual will troubleshoot technical issues, perform routine maintenance, and implement system upgrades to ensure optimal performance and security. The ideal candidate is a problem-solver with strong communication skills and a deep understanding of IT operational processes who thrives in a fast-paced environment where they can balance both user support and infrastructure management.

Requirements

Strong understanding of desktop hardware troubleshooting.
Proficiency with Windows operating systems.
Understanding of information security best practices.
Knowledge of Active Directory, Office administration, and email exchange systems.
Knowledge of virtualization technologies (e.g., VMware, Hyper-V).
Familiarity with networking protocols (e.g., TCP/IP, DHCP) and hardware (e.g., routers, firewalls, switches).
Basic knowledge of scripting and automation (PowerShell, Bash, Python preferred).
Exceptional problem-solving, analytical, and multitasking abilities.
Clear and effective written and verbal communication skills, with a service-oriented attitude.
5 to 7 years of experience with BS/BA or 3 to 5 years with MS/MA.
DoD Approved 8570 - IAT Level II (e.g., Sec+, CISSP, etc.) and corresponding IT certification (e.g., A+, Microsoft Certified Solutions Associate (MCSA), etc.).
Active Top Secret/SCI Clearance with CI Polygraph.
Ability to lift and carry IT equipment weighing up to 50 lbs.
Availability for on-call support as needed, including occasional after-hours and weekend support.
Willingness to travel to additional office locations. (travel approximately 10% of time)

Nice To Haves

Experience with Linux system administration, with corresponding Linux certification.
Experience with Network system administration, with corresponding Network certification.
Experience with Voice over IP phone systems.

Responsibilities

Serve as a point of contact for IT support requests, responding to incoming inquiries via phone, email, ticketing system, or in person.
Diagnose and resolve hardware, software, and network-related issues for desktops and printers.
Install, configure, and update end-user operating systems, applications, and security software.
Provide onboarding support, including setting up and configuring devices, user accounts, and email systems for new employees.
Educate and train end-users on basic technology tasks such as password management, data backup, and software usage.
Document help desk tickets, issue resolutions, and repetitive problems to enable efficient troubleshooting and to inform future preventative measures.
Escalate unresolved issues to senior IT staff or vendors when necessary.
Maintain a positive customer-service approach to problem-solving and issue resolution.
Install, configure, and maintain IT infrastructure.
Manage Active Directory, group policies, and user accounts, ensuring appropriate access permissions.
Monitor system performance and ensure high levels of availability and reliability.
Plan and apply system upgrades, patches, and firmware updates to maintain compliance and security standards.
Monitor and respond to security vulnerabilities or incidents, ensuring systems are protected from breaches or cyber threats.
Work with internal teams and external vendors to implement new IT initiatives, projects, or solutions.
Maintain inventory of hardware and software assets.