Technical Support Specialist (Contractor)

Zeno Power•Washington, DC

1d•$35 - $45•Hybrid

About The Position

Zeno Power is seeking a Technical Support Specialist to support company operations by maintaining the consistent operation of technology systems, including 24x7 operations. The role provides client engineering and service desk support, responds to technical issues, and takes ownership of incidents and solutions through resolution or completion, collaborating with teammates and escalating issues as appropriate. The position requires in-office work in Washington, D.C. (Mt. Vernon/Chinatown) on Tuesdays, Wednesdays, and Thursdays; remote work is optional on Mondays and Fridays. Travel is required at less than 10%. The contract duration is six months. The anticipated compensation is $35–$45 per hour, with the final rate determined by relevant experience, skills, qualifications, certifications, and other business considerations. The role involves extended sitting and/or standing, bending or stooping, grasping and gripping, fine motor tasks, prolonged repetitive work, and visual- and audio-focused work. The position requires the ability to safely lift up to 15 pounds. The work environment may involve stairs, typing and keyboard use, and more than eight hours per day in a standard or seated working environment. The employee is regularly required to talk or hear; required vision abilities include close and distance vision, peripheral vision, and focus adjustment. Noise levels are usually moderate.

Requirements

1–3 years of IT help desk, service desk, or desktop support experience, or an equivalent combination of education, training, and experience.
Hands-on support experience with Windows 10/11 and macOS, and working knowledge of iOS and Android.
Working knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
Basic user administration knowledge in Entra ID and Active Directory.
Experience working tickets in an ITSM tool; Jira Service Management Data Center or Cloud is preferred, while ServiceNow or a similar tool is accepted.
Basic networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and cable management.
Strong customer service and written and verbal communication skills, including the ability to explain technical issues to non-technical staff and executives.
Discretion, good judgment, and comfort following strict procedures in a regulated environment.
Must be a U.S. Person and successfully complete a standard pre-assignment background check.
Ability to work in the Washington, D.C. office on Tuesdays, Wednesdays, and Thursdays; remote work is optional on Mondays and Fridays.
Willingness to travel as required, less than 10%.
Ability to safely lift up to 15 pounds.

Nice To Haves

Exposure to Microsoft Intune, Windows Autopilot, and Microsoft Defender for Endpoint.
Experience in a Microsoft 365 GCC High, CMMC, NIST SP 800-171, or ITAR environment.
Experience supporting Microsoft Teams Rooms or conference room AV.
CompTIA A+, Network+, or Security+ certification; Microsoft MD-102 or MS-900 certification; or ITIL 4 Foundation certification.

Responsibilities

Serve as the first point of contact for walk-up, Teams, email, and ticket-based requests.
Triage, prioritize, and resolve common issues, or escalate them to the TSE according to defined procedures.
Carry out onboarding and offboarding checklists, including device setup and handoff, hardware reclaim, device wiping and return, and license assignment or reclaim.
Troubleshoot Microsoft 365 GCC High applications—including Outlook, Teams, OneDrive, SharePoint, and Office—on Windows and macOS, as well as docks, monitors, peripherals, and iOS and Android devices.
Confirm devices are enrolled, compliant, encrypted, and current on updates, and verify that approved software is available through the Company Portal.
Escalate non-standard software requests and endpoint patching or vulnerability remediation to the TSE.
Maintain accurate hardware asset records and coordinate RMAs and warranty repairs with vendors.
Set up and support conference rooms, including Teams Rooms, displays, cameras, and audio, and support printing services and equipment.
Verify identity before making account changes and immediately report suspected phishing, lost or stolen devices, and security incidents.
Create and update knowledge base articles and how-to guides, and assist with new-hire IT orientation.
Support consistent operation of technology systems, maintaining 24x7 system operations and driving issues, incidents, and solutions to satisfactory resolution or completion.