IT Support Specialist

TEKsystems•Sterling, VA

1d•$30 - $40•Onsite

About The Position

Our customer is seeking a IT Support Specialist for its Dulles office, which supports approximately 150 to 200 onsite users including the CEO. This role is part of a 16-person support team that serves over 6,000 users nationwide across 25 offices and hundreds of job sites. While the primary focus is providing hands-on technical support (level 1 and 2) at the local level, the position also provides day-to-day remote support to all 6000 users. 70% local support and 30% remote support. This role demands someone who can work independently, remain productive without close supervision, and communicate effectively in a remote environment. Most importantly, they’re looking for someone trustworthy, driven, and eager to do the job right while taking initiative.

Requirements

Demonstrated experience resolving level 1 and 2 technical issues in a M365 cloud environment which includes: Entra ID (MFA resets, conditional access issues, device registration issues, SSO TS, review sign-in logs), Outlook (TS login issues, fixing mailbox sync issues, managing shared mailboxes, helping set up calendar permissions, recovering deleted items), Exchange Online (managing distribution groups, shared mailbox permissions, delegation, mail flow rules, message trace), OneDrive (sync errors, file restore, missing files, sharing issues, conflicts between desktop and cloud versions), SharePoint (user permissions, access denied errors, syncing libraries to OneDrive, document sharing), Teams (sign in problems, microphone/camera issues, meeting TS, channel/team access, permission and guest access), Intune (device compliance issues, app deployment failures, wipe/retire lost devices, TS conditional access, patching and security baseline issues), Defender (spam/phishing quarantine, investigating blocked email, URL rewrite issues, safe links/safe attachment issues)
5+ years of experience working with Windows 11 OS
Must be familiar with ITIL, Hardware Life Cycle Management, Change Management, Incident Management
Strong understanding of troubleshooting techniques and experience with remote troubleshooting tools.
Able to assist users with connectivity issues, ensuring they can access network resources and the internet.
Able to identify and resolve issues related to DNS and DHCP, such as incorrect IP addresses, domain name resolution failures, or DHCP server outages.

Nice To Haves

Demonstrates a strong sense of urgency on figuring out where technical support gaps are taking initiative to improve.
Strong interpersonal skills at all levels and ability apply skills and techniques to solve problems
Excellent teamwork/collaboration skills.
Ability to establish and maintain a high level of user trust and confidence and the ability to manage client expectations.
Strong writing and speaking skills to explain technical solutions to both technical and non-technical individuals.
Ability to work with minimal direction - no manager looking over your shoulder
Must be good at following established processes and procedures. This is an engineering company so everyone is detail oriented.

Responsibilities

Provide level 1 and 2 support to local and remote offices
Provide support via walk-up, phone, chat, and email.
Resolve all first and second level support requests
Document incidents and problems in Halo and escalate issues to the appropriate teams when required.
Serve as the technical liaison to all users’ company wide, able to resolve technical issues within the desktop computing environment.
Train users on how to use hardware and software where necessary.
When down time, which is rare, document new procedures and processes within technician knowledgebase.