IT Support Specialist
About The Position
The IT Support Specialist serves as a key member of Blackwatch's administrative team and is responsible for delivering exceptional technical support while administering the Company's day-to-day information technology operations. This role oversees employee onboarding and offboarding technology activities, endpoint management, Microsoft 365 administration, help desk support, IT asset management, and the implementation of technology policies and procedures that enable employees to work efficiently and securely. The IT Support Specialist will ensure employees receive timely, high-quality technical support while helping maintain a secure, reliable, and scalable technology environment. This individual will play an important role in supporting the Company's continued growth by providing outstanding customer service and contributing to ongoing IT improvements and operational initiatives. The successful candidate will combine strong technical troubleshooting skills with excellent customer service, sound judgment, attention to detail, and the ability to work independently while managing multiple priorities in a fast-paced government contracting environment.
Requirements
- Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline, or equivalent professional experience.
- Two (2) or more years of experience providing IT support or help desk services.
- Experience supporting Microsoft Windows operating systems and Microsoft 365.
- Experience administering Active Directory and user account management.
- Experience configuring laptops, desktops, printers, and mobile devices.
- Strong technical troubleshooting and analytical skills.
- Excellent verbal and written communication skills.
- Exceptional customer service and interpersonal skills.
- Strong organizational skills with the ability to prioritize multiple assignments.
- Ability to work independently while maintaining a high level of accountability.
Nice To Haves
- Experience supporting Microsoft Entra ID (Azure AD).
- Experience with Microsoft Intune or other endpoint management platforms.
- Experience supporting SharePoint Online and Microsoft Teams administration.
- Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and VPN technologies.
- Experience using IT service management or help desk ticketing systems.
- Experience supporting employees in a government contracting environment.
- CompTIA A+, Network+, Security+, Microsoft, or similar technical certifications.
- Active security clearance or ability to obtain and maintain one.
Responsibilities
- Provide first-line technical support to employees for hardware, software, mobile devices, printers, network connectivity, and business applications.
- Respond to help desk requests in a timely, professional, and customer-focused manner while maintaining excellent communication throughout issue resolution.
- Diagnose, troubleshoot, and resolve technical issues or coordinate with external vendors and senior IT resources when escalation is required.
- Provide both remote and onsite support to employees across multiple office locations.
- Support conference room technology and assist with technology setup for meetings and company events.
- Partner with Human Resources and hiring managers to deliver a seamless technology onboarding experience for new employees.
- Prepare and deploy laptops, monitors, mobile devices, peripherals, and required software prior to employee start dates.
- Configure employee technology, system access, and required business applications for new hires.
- Coordinate employee offboarding by disabling system access, recovering company equipment, and ensuring compliance with Company security procedures.
- Maintain standardized onboarding and offboarding processes, documentation, and checklists.
- Administer Microsoft 365 including Outlook, Teams, SharePoint, OneDrive, and Office applications.
- Create, modify, and deactivate user accounts within Active Directory, Microsoft Entra ID, and other business applications.
- Manage security groups, shared mailboxes, distribution lists, and user permissions.
- Assist employees with password resets, multi-factor authentication, VPN access, and account recovery.
- Support licensing administration and user access management.
- Configure, deploy, maintain, and troubleshoot company-issued laptops, desktops, docking stations, monitors, printers, and mobile devices.
- Maintain endpoint security through software updates, antivirus management, encryption, and routine maintenance.
- Coordinate equipment repairs, warranty service, and hardware replacements with vendors.
- Maintain accurate inventory records for all Company technology assets.
- Install, configure, and maintain operating systems and business software.
- Assist with workstation imaging, software deployment, system updates, and routine maintenance activities.
- Support implementation of technology standards, policies, and procedures.
- Assist with small technology projects, system upgrades, office expansions, and new technology implementations.
- Support implementation of Company cybersecurity policies and technology security best practices.
- Assist with endpoint protection, multi-factor authentication, encryption, and other security initiatives.
- Ensure employee access aligns with Company policies and security requirements.
- Report and assist in responding to technology or security incidents.
- Develop and maintain IT documentation, user guides, knowledge base articles, and standard operating procedures.
- Provide informal technology training and guidance to employees to improve adoption and productivity.
- Document recurring technical issues and recommend long-term solutions.
- Partner closely with Human Resources to support employee technology initiatives and ensure a seamless onboarding and offboarding experience.
- Collaborate with Operations, Finance, Contracts, and other departments to support organizational initiatives and special projects.
- Coordinate with external vendors to resolve technology issues and manage service requests.
- Provide general technology support to executive leadership as needed.
- Perform additional duties and special projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
