IT Support Specialist III

M.C. Dean, Inc • Caroline County , MD

16h

About The Position

As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of M.C. Dean staff by performing a variety of technical tasks including, but not limited to the following:
PC configuration support, including troubleshooting advanced issues related to OS configuration, hardware/driver compatibility, network connectivity, and provisioning tools (e.g., MS Autopilot, MS Intune).
Advanced account administration, including creation and management of project-specific groups, collaboration accounts, virtual desktop infrastructure (VDI), and secure environment access.
Advanced configuration and troubleshooting of software compatibility and configuration issues for a wide range of applications, including but not limited to MS Office 365 components, engineering design software (e.g., BlueBeam Revue, Autodesk product suite, and related), and software as a service (SaaS) platform.
Troubleshooting network connectivity issues in a geographically distributed / multi-site secure environment based on zero-trust network architecture.
Initial Escalation-level support, including assisting more junior team members with their tasks, developing / improving technical procedures, and providing training.
Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations.

Requirements

• A successful candidate will have a high school diploma with 4+ years of relevant experience.
• AZ-900 fundamentals, A+ and Network+ certifications
• Demonstrated experience performing the duties described above
• Technical knowledge and related skills in the following areas:
• Windows 10, Windows 11, and, optionally, MacOS concepts, organization, and core administration and troubleshooting tools
• Microsoft Active Directory (AD), Azure AD / Entra ID concepts, administration, and troubleshooting tools
• Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools
• Familiarity of remote support tools
• MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting tools
• TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools
• Attention to detail and strong analytical and advanced problem-solving skills relying on a combination of fundamental knowledge and independent analysis
• Strong organizational, team collaboration, and mentoring skills to provide timely and efficient response to service requests while providing technical leadership to the support team
• Exceptional oral and written collaboration skills utilizing a variety of tools including ticketing systems, email, MS Teams, conferencing, etc. in a multi-discipline and geographically distributed environment
• Ability to handle challenging situations in a professional, cordial, and collaborative manner
• Commitment to continuous learning and professional development.

Nice To Haves

• optionally, MacOS concepts, organization, and core administration and troubleshooting tools

Responsibilities

• PC configuration support, including troubleshooting advanced issues related to OS configuration, hardware/driver compatibility, network connectivity, and provisioning tools (e.g., MS Autopilot, MS Intune).
• Advanced account administration, including creation and management of project-specific groups, collaboration accounts, virtual desktop infrastructure (VDI), and secure environment access.
• Advanced configuration and troubleshooting of software compatibility and configuration issues for a wide range of applications, including but not limited to MS Office 365 components, engineering design software (e.g., BlueBeam Revue, Autodesk product suite, and related), and software as a service (SaaS) platform.
• Troubleshooting network connectivity issues in a geographically distributed / multi-site secure environment based on zero-trust network architecture.
• Initial Escalation-level support, including assisting more junior team members with their tasks, developing / improving technical procedures, and providing training.
• Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED