IT Services - Support Technician

ECS Tech Inc•Fairfax, VA

10h

About The Position

Everforth ECS is seeking an experienced IT Services Support Technician to provide advanced technical support for corporate users, endpoint devices, collaboration platforms, and core IT services. This role serves as a key escalation point for Level I support, resolving complex incidents and service requests while maintaining a high standard of customer service, documentation, and operational accountability. The successful candidate will have strong hands-on experience supporting Windows endpoints, Microsoft 365, identity and access management, network connectivity, and enterprise endpoint-management and security tools. The position requires sound troubleshooting skills, clear communication, and the ability to work effectively with infrastructure, cybersecurity, applications, and asset-management teams.

Requirements

Ability to pass background checks comparable to DoD Secret.
Three or more years of progressively responsible IT service desk, desktop support, or technical support experience.
Strong experience supporting Windows 10/11, Microsoft 365 applications, Outlook, Teams, and mobile devices.
Experience with Active Directory, Entra ID, Exchange Online, Microsoft Intune, and ServiceNow or a comparable IT service-management platform.
Experience troubleshooting hardware, software, printing, wired and wireless networking, VPN, and remote-access issues.
Working knowledge of endpoint security, MFA, least-privilege access, and standard IT security practices.
Demonstrated ability to document technical work clearly and consistently.
Strong customer-service, verbal communication, written communication, and problem-solving skills.
Ability to prioritize work independently, meet service-level expectations, and manage multiple open requests.

Responsibilities

Provide technical support for employees through ServiceNow, BeyondTrust Support Agent, email, phone, chat, and in-person support channels.
Troubleshoot and resolve escalated incidents involving Windows devices, Microsoft 365, Outlook, Teams, VPN, printers, mobile devices, conferencing technology, and network connectivity.
Administer and support user accounts, group memberships, licenses, shared mailboxes, distribution lists, and access requests in accordance with established policies and approval processes.
Support endpoint provisioning, deployment, replacement, upgrades, and return processes, including asset tracking in ServiceNow.
Assist with the administration and troubleshooting of Intune, Active Directory, Entra ID, Microsoft 365, Exchange Online, and related endpoint-management platforms.
Support remote-access and security controls, including VPN, MFA, conditional access, endpoint protection, and device-compliance requirements.
Escalate complex issues to appropriate infrastructure, cybersecurity, network, application, or vendor support teams; remain accountable for communication and resolution through closure.
Create and maintain accurate incident notes, knowledge articles, standard operating procedures, and technical documentation.
Identify recurring issues, recommend process improvements, and contribute to root-cause analysis and service-improvement efforts.
Participate in IT projects, office moves, onboarding activities, technology refreshes, and after-hours support as needed.
Maintain professional, timely communication with users and stakeholders while managing multiple priorities in a fast-paced environment.