Senior IT Support Specialist

AHU Technologies•Washington, DC

About The Position

The Client seeks an IT Specialist to provide comprehensive technical support to end users, ranging from front-line assistance to advanced troubleshooting and system configuration. This role ensures reliable IT operations across the organization by resolving incidents, fulfilling service requests, and supporting enterprise technologies.

Requirements

Bachelor’s degree in IT or related field or equivalent experience. 10 Years Required
Experience providing IT support, service desk operations, or system troubleshooting. 6 Years Required
Working knowledge of Windows OS, MacOS, Microsoft 365, Active Directory, and basic networking. 6 Years Required
Experience supporting mobile devices (iOS and Android), including enterprise management profiles. 6 Years Required
Proficient with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, Word, etc.). 6 Years Required
Ability to diagnose and resolve both basic and complex technical issues across multiple operating systems. 6 Years Required
Familiarity with basic cybersecurity practices such as MFA, endpoint protection, and secure data handling. Required
Ability to follow ITIL best practices for incident, problem, and change management. Required
Strong communication, customer service, and problem-solving skills. Required
Ability to work independently and collaboratively in a fast-paced environment. Required
Ability to lift, move, and install computer hardware up to 25–40 lbs. Required

Responsibilities

Serve as a primary point of contact for IT support via phone, email, ticketing system, and in-person.
Troubleshoot and resolve hardware, software, and network issues at both basic and advanced levels.
Assist users with account access, password resets, MFA issues, and general identity-management tasks.
Perform workstation setup, imaging, deployment, and peripheral configuration.
Support enterprise applications and departmental systems, including specialized tools.
Conduct root-cause analysis and implement long-term solutions for recurring problems.
Document all interactions and technical procedures accurately in the ticketing system.
Escalate issues appropriately and collaborate with system administrators, infrastructure teams, and vendors.
Manage user accounts, security groups, file permissions, and access requests.
Provide guidance, mentorship, and knowledge-sharing with support staff.
Assist with system upgrades, patching, deployments, and lifecycle management of workstations.
Educate users on IT policies, procedures, and best practices.