IT Support Specialist II

TEKsystems•Sterling, VA

7d•$30 - $40•Onsite

About The Position

The IT Support Specialist II is a customer-facing technical support role and the primary IT support resource for an office with approximately 200 onsite users, including the CEO. The position is part of an 18-person IT Support team serving more than 6,000 employees across 25+ offices and hundreds of job sites nationwide. Support is approximately 70% onsite at the local office and 30% remote for users across the enterprise. The specialist provides hands-on Level 1 and Level 2 support for end users, Windows desktops and laptops, mobile devices, Microsoft 365 applications, and office technology. The role also handles most day-to-day Microsoft 365 administration activities. Success requires technical troubleshooting skills as well as clear communication, professionalism, initiative, customer service, and the ability to collaborate effectively. This is a contract position based in Sterling, Virginia, and is fully onsite. The listed pay range is $30.00–$40.00 per hour. Eligible benefits for this temporary role may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a Health Spending Account; transportation benefits; an Employee Assistance Program; and time off or leave, subject to eligibility and plan terms.

Requirements

At least 5 years of experience in desktop support, service desk, end-user computing, or technical support environments.
Strong customer service orientation and a genuine desire to help users.
Experience providing both onsite and remote support in a geographically dispersed enterprise environment.
Knowledge of Windows 10/11 administration and troubleshooting.
Experience supporting Microsoft 365 applications and services.
Hands-on day-to-day administration and support of Active Directory and Entra ID (Azure AD), including user provisioning, account maintenance, group membership management, access requests, and basic identity troubleshooting.
Experience supporting laptops, desktops, printers, and mobile devices.
Strong analytical and troubleshooting skills.
Excellent verbal and written communication skills.
Ability to work independently and manage multiple priorities.
Familiarity with ITIL.
Ability to follow established processes and procedures.
Ability to take ownership, work under pressure, and balance customer service with technical troubleshooting.

Nice To Haves

Experience with Microsoft Intune and endpoint management.
Experience with Microsoft Defender and device security solutions.
Apple/macOS support experience.
Experience supporting executive-level or highly visible business users.
Industry certifications such as CompTIA A+, Microsoft Fundamentals, Microsoft Modern Desktop Administrator, Apple Device Support, or ITIL Foundation.

Responsibilities

Provide onsite and remote support for Microsoft Windows, Microsoft 365, mobile devices, printers, meeting room technology, and related hardware and software.
Troubleshoot and resolve desktop, laptop, operating system, application, and connectivity issues.
Respond to incidents and service requests within established service levels.
Escalate complex issues to Infrastructure, Networking, Security, or Engineering teams when appropriate.
Document troubleshooting steps, resolutions, and support activities in the ITSM platform.
Deploy, configure, maintain, and support Windows laptops and desktops.
Support Microsoft Intune-managed devices.
Assist with user onboarding and offboarding, workstation deployments, and equipment lifecycle management.
Support iPhone, iPad, and Android devices.
Provide user support and day-to-day administration for Outlook, Teams, OneDrive, SharePoint Online, Entra ID (Azure AD), and Exchange Online.
Troubleshoot user access, authentication, synchronization, and application issues.
Support account provisioning, password resets, group membership changes, and common user administration tasks.
Assist with mailbox, Teams, OneDrive, and SharePoint-related user issues.
Support device enrollment and access management processes.
Escalate complex platform administration, architecture, security, and engineering issues to Infrastructure or Systems Administration teams as appropriate.
Work closely with Help Desk, Infrastructure, Security, Networking, and Engineering teams.
Participate in knowledge sharing, documentation, and continuous improvement initiatives.
Contribute to a team culture based on accountability, professionalism, and collaboration.
Serve as a trusted technology partner for employees and business leaders.
Communicate technical concepts clearly and professionally to non-technical users.
Set expectations with users about issue resolution, timelines, and next steps.
Deliver high-touch support while maintaining professionalism in difficult or high-pressure situations.
Follow established processes and procedures, take ownership, and manage multiple priorities.