IT Support Specialist - Senior

C3EL•Washington, DC

3d•Onsite

About The Position

C3EL is seeking a Senior IT Support Specialist to support the mission in Washington, DC. This professional will specialize in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment. They will provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, and Windows 11 with strong user interaction skills. Need to be able to work independently and as part of a team. Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software. Perform repairs on Apple computer and iOS hardware and software. Understanding of the MAC OS Imaging process using JAMF preferred but not required. May be assigned to assist in leading small projects and team efforts. Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities. Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs. Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom needed. Escalates complex problems to upper-level deskside engineers. Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration. The support will range from simple to complex system issues and may include VIP support requirements. The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes. Remote and Deskside Experience troubleshooting hardware and software issues. Troubleshooting Microsoft Windows with latest Windows OS. Possess familiarity with MAC OS. Installation and configuration of new machines in a Windows environment. Smart cards / PIV cards (general knowledge). Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client. Provide Remote Tool Support. Conference Room / VTC Setups. Escalation point for Junior and Mid-level desk side engineers. Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers. Updates status of queued service requests with the IT service management system.

Requirements

U.S. Citizenship
Ability to attain a Public Trust clearance by completing “eApp National Background Investigation Services (NBIS)” form.
Minimum of 7 years of related experience providing technical, deskside support.
Reliable and independent transportation will be needed.
HDI Technical Support Professional required within six (6) months of employment.
Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom.
Broad base of support and diagnostic knowledge.
Fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.
Exceptional communication skills.
Ability to meet aggressive timelines in a very fast-paced environment.
Strong customer service skills.
Ability to multitask between hardware and software solutions.
Exceptional organization skills, scheduling, and the ability to document processes.
Troubleshooting Microsoft Windows with latest Windows OS.
Familiarity with MAC OS.
Installation and configuration of new machines in a Windows environment.
Smart cards / PIV cards (general knowledge).
Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client.

Nice To Haves

Understanding of the MAC OS Imaging process using JAMF.
Familiarity with Remedy and Service Now.
Certifications desirable but not required include A+, Net+, and Sec+.

Responsibilities

Provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, and Windows 11.
Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software.
Perform repairs on Apple computer and iOS hardware and software.
Assist in leading small projects and team efforts.
Perform IMAC procedures and lifecycle refresh activities.
Provide updates in ITSM system to document problem resolution progress and meet SLAs.
Escalate complex problems to upper-level deskside engineers.
Support VIP requirements.
Troubleshoot hardware and software issues remotely and deskside.
Troubleshoot Microsoft Windows with latest Windows OS.
Install and configure new machines in a Windows environment.
Provide Remote Tool Support.
Perform Conference Room / VTC Setups.
Act as an escalation point for Junior and Mid-level desk side engineers.
Troubleshoot complex issues that were unable to be remediated by junior and mid-level engineers.
Update status of queued service requests with the IT service management system.