Senior IT Support Specialist
About The Position
IT Support Specialist Location: Arlington, VA (Onsite, 5 days/week) About the Role Our client r is seeking a highly capable and collaborative IT Support Specialist to join our dynamic team. This is a hands-on, full-access role—more akin to a Tier 2/3 support level—where every team member shares equal responsibility across a wide range of support functions. You’ll be the go-to expert for break-fix issues, application troubleshooting, email support, and employee lifecycle management, all while delivering exceptional service via phone and in-person desk support. This is, supporting a hybrid Windows/Mac environment and requiring strong experience with the Atlassian suite—especially Jira Software and Jira Service Management.
Requirements
- Proven experience in IT support, ideally at a Tier 2 or Tier 3 level
- Strong proficiency with Atlassian tools, especially Jira Software and Jira Service Management
- Comfort working in a mixed Windows/macOS environment
- Ability to troubleshoot a wide range of technical issues independently
- Excellent communication skills and a service-oriented attitude
- No certifications required—just solid experience and a willingness to learn
- Onsite in Arlington near Ballston Metro 5x per week
Nice To Haves
- Familiarity with imaging tools is a plus but not required
Responsibilities
- Provide end-to-end technical support for hardware, software, and network issues across Windows and macOS systems (50/50 split)
- Troubleshoot and resolve break-fix incidents, application errors, and email-related problems (Exchange, Outlook, etc.)
- Manage onboarding and offboarding processes, including account provisioning, access control, and hardware setup
- Deliver support via phone, walk-up, and scheduled desk visits with a focus on responsiveness and empathy
- Maintain and optimize workflows in Jira Software and Jira Service Management; contribute to automation and service catalog improvements
- Collaborate with teammates to identify recurring issues and implement long-term solutions
- Document resolutions and contribute to internal knowledge base articles
- Support internal tools and systems with a proactive, customer-first mindset
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
