Technical Support Specialist (Level 1 And 2)
About The Position
We’re seeking an experienced Desktop Support Specialist to support 150–200 onsite users—including the CEO—while also contributing to remote support for over 5,000 employees across 25 offices. This role is 100% onsite and serves as the primary IT presence in the Dulles office, providing roughly 60% local support and 40% remote support. What You’ll Do Deliver Level 1 & 2 technical support via walk‑up, phone, chat, and email. Resolve desktop, software, connectivity, and M365-related issues for local and remote users. Document incidents in Zendesk (transitioning to Halo) and escalate when needed. Act as the onsite technical liaison and trusted IT resource for all users. Train users on hardware/software and maintain internal knowledgebase documentation. Troubleshoot Windows 10/11, Teams, Outlook, OneDrive, SharePoint, Intune, and Entra ID issues. Support DNS/DHCP troubleshooting, network access issues, and endpoint security (Defender). Collaborate with IT1 for hardware replacements—minimal hardware repair required. Provide remote support using GoToAssist and help manage a high‑volume ticket environment. Environment & Expectations Lenovo laptops (PXE boot, Windows 11). 70% of tickets via email/self‑service; 30% walk‑up. Team handles 2,000 tickets/month. You are the sole IT presence onsite; hours are 7–4 or 8–5. Highly visible, customer‑facing role with frequent walk‑up interactions. Typical day includes checking tickets, responding to urgent issues, and assisting users with PC setup, crashes, printer mapping, password resets, performance issues, and virtual desktop troubleshooting.
Responsibilities
- Deliver Level 1 & 2 technical support via walk‑up, phone, chat, and email.
- Resolve desktop, software, connectivity, and M365-related issues for local and remote users.
- Document incidents in Zendesk (transitioning to Halo) and escalate when needed.
- Act as the onsite technical liaison and trusted IT resource for all users.
- Train users on hardware/software and maintain internal knowledgebase documentation.
- Troubleshoot Windows 10/11, Teams, Outlook, OneDrive, SharePoint, Intune, and Entra ID issues.
- Support DNS/DHCP troubleshooting, network access issues, and endpoint security (Defender).
- Collaborate with IT1 for hardware replacements—minimal hardware repair required.
- Provide remote support using GoToAssist and help manage a high‑volume ticket environment.
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
Entry Level
Education Level
No Education Listed
