Junior IT Operations & Support Specialist

Crown Innovations, Inc.•Arlington, VA

1d•$60,000 - $75,000•Onsite

About The Position

Crown Innovations is seeking a customer focused and technically capable Junior IT Operations & Support Specialist to provide day-to-day technology support for approximately 275 employees across the organization. This position serves as the primary internal point of contact for common end user technology issues involving computers, mobile devices, printers, Microsoft and Apple environments, network connectivity, user access, business applications, office telecommunications, and endpoint systems. The Junior IT Operations & Support Specialist will manage and monitor Crown’s internal help desk and ticketing process, troubleshoot hardware and software issues, support Microsoft 365 and Microsoft Intune, assist with device deployment and configuration, and maintain accurate IT asset and device records. This role will work closely with Crown leadership and the company’s third-party IT service provider. The selected individual will independently resolve routine and intermediate support issues while appropriately escalating infrastructure, network, cybersecurity, or other advanced technical matters to Crown’s external IT provider and authorized leadership. This position requires more than technical aptitude. The successful candidate must be professional, responsive, approachable, and capable of communicating effectively with employees and leadership at all levels of the organization. Strong customer service, judgment, follow-through, and the ability to explain technical issues in clear, practical terms are essential. This role provides an excellent opportunity for an early career IT professional to build broad experience across endpoint management, Microsoft 365, user support, IT operations, telecommunications, and technology projects while working closely with experienced internal and external technical resources.

Requirements

Associate degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related technical field, or equivalent combination of education, certifications, and relevant professional experience.
Minimum of two years of professional IT help desk, desktop support, systems support, or related end user support experience.
Hands on experience supporting Windows computers and Microsoft 365 applications.
Working knowledge of macOS and Apple devices.
Experience troubleshooting hardware, software, printers, peripherals, user access, and connectivity issues.
Familiarity with Microsoft Suite or other endpoint management platforms.
Basic understanding of networking concepts including Wi Fi, Ethernet, TCP/IP, DNS, and shared network resources.
Experience configuring and deploying computers, mobile devices, and peripherals.
Strong customer service orientation and ability to support employees with varying levels of technical proficiency.
Excellent verbal and written communication skills.
Ability to communicate professionally with employees, managers, executives, vendors, and technical service providers.
Strong troubleshooting, analytical, and problem-solving skills.
Ability to independently manage multiple support requests and appropriately prioritize issues.
Strong attention to detail and documentation skills.
Ability to handle confidential and sensitive company information appropriately.
Ability to work fully onsite at Crown Innovations Headquarters in Arlington, Virginia.

Nice To Haves

CompTIA A+ certification.
Additional CompTIA, Microsoft, Apple, or other relevant IT certifications.
Experience administering or supporting Microsoft Intune.
Experience supporting Microsoft 365 in a professional business environment.
Familiarity with Microsoft Entra ID or Active Directory user administration.
Experience supporting approximately 200 or more users.
Experience working with an IT help desk or ticketing platform.
Experience supporting both Windows and macOS environments.
Experience managing IT assets and device inventories.
Experience coordinating with a Managed Service Provider or third-party IT provider.
Experience supporting office telecommunications or VoIP systems.
Government contracting or professional services experience.

Responsibilities

Serve as the primary internal point of contact for employee technology support.
Manage and maintain the company’s IT help desk and ticketing system.
Receive, prioritize, document, troubleshoot, and resolve technical support requests.
Provide timely in person, remote, and telephone based technical assistance.
Troubleshoot common hardware, software, application, account, access, and connectivity issues.
Track recurring issues and identify opportunities to improve IT support processes.
Escalate infrastructure, networking, cybersecurity, and other advanced technical issues to the appropriate external provider or authorized internal resources.
Maintain professional and responsive communication with employees throughout the support process.
Configure, deploy, maintain, and troubleshoot desktop computers, laptops, monitors, docking stations, peripherals, and mobile devices.
Support both Windows and Apple devices.
Assist with device provisioning, configuration, updates, replacements, and lifecycle management.
Manage and support endpoint devices through Microsoft Intune.
Maintain accurate records of company issued computers, mobile devices, peripherals, and other IT assets.
Support related IT onboarding, employee transfers, and offboarding activities.
Prepare and configure equipment for new employees and ensure devices are properly recovered during separations.
Provide day-to-day support for Microsoft 365 and related Microsoft applications.
Troubleshoot Microsoft accounts, applications, configurations, licensing, and access issues.
Assist with user and device administration within authorized Microsoft environments.
Support employees using Outlook, Teams, Word, Excel, PowerPoint, OneDrive, SharePoint, and other commonly used Microsoft applications.
Assist with employee access to approved business applications and systems.
Troubleshoot Wi Fi and Ethernet connectivity issues.
Troubleshoot shared folder and network drive access.
Map and maintain network drives as appropriate.
Perform basic network troubleshooting and diagnostics.
Identify, document, and communicate recurring connectivity issues.
Coordinate with the company’s third-party IT provider on network infrastructure matters requiring escalation.
Install and configure printers and printer drivers.
Troubleshoot local and network printer issues.
Support scanners, monitors, docking stations, conference room technology, and other office peripherals.
Assist with setup and troubleshooting of meeting room and audiovisual equipment.
Manage office phone assignments and user configurations.
Assist with employee phone setup, changes, and troubleshooting.
Coordinate phone migrations and telecommunications changes.
Maintain accurate telephone and device assignment records.
Work with telecommunications vendors and the company’s third-party IT provider as required.
Serve as an internal liaison between employees, management, and Crown’s third party IT provider.
Open, monitor, document, and follow up on escalated service requests.
Provide external technical resources with relevant troubleshooting information and documentation.
Assist with implementation of technology projects involving the external IT provider.
Monitor escalated issues to help ensure they are appropriately assigned and resolved within expected timeframes.
Communicate status updates to affected employees and leadership as appropriate.
Develop and maintain documentation for common troubleshooting procedures and internal IT processes.
Maintain accurate records of hardware, software, devices, telecommunications assignments, and other IT assets.
Assist with development and maintenance of IT policies, procedures, and user guidance.
Provide basic employee technology training and support materials as needed.
Participate in technology projects, upgrades, migrations, and deployments.
Identify opportunities to improve IT support efficiency, documentation, and employee technology experience.
Maintain awareness of current Microsoft, Apple, endpoint management, and workplace technology developments.
Perform other related IT and operational duties as assigned.