IT Support Specialist
Washington, DC (Hybrid)
The IT Support Specialist is responsible for providing general IT support, which extends to remote and local support for users as well as some network support. This includes, but is not limited to, cabling, minor SQL report management, and other light system administration. This positions main objective is supporting internal and remote users as well as working to improve IT productivity, service quality and client satisfaction.
Provides assistance to internal inquiries from end-users via telephone, ticketing system, email or in person
Records, tracks, and documents the helpdesk request problem-solving process, actions taken through the final resolution.
Acts as a technical resource or technical lead for projects when needed.
Helps keep network computing systems operating efficiently and ensures that IT security standards are implemented and always enforced. Interacts and coordinates with IT vendors to troubleshoot and resolve technical issues.
Accesses applicable software updates, drivers, knowledge base and frequently asked questions resources on the Internet to aid in problem resolution.
Assists in developing reports and training staff.
Assists in the testing and implementation of software and hardware upgrades, updates, and system solutions approved by management and in coordination with third-party vendors, as required.
Maintains and records documented resolutions and operating procedures for teammates and staff to reference.
Performs hands-on fixes at the desktop level, including installing and upgrading software, file backups, and configuring systems and applications, as required.
Performs post-resolution follow-ups to service requests.
Maintains user accounts on networks and applications. Strives to understand the infrastructure to adequately assign the proper permissions for the existing applications and the network operating systems.
Acts as a mentor to less experienced staff on technical and security topics.
Ensures IT policies and procedures are updated and documented as appropriate to maintain a safe and secure environment.
Performs related duties consistent with the scope and intent of the position.
Ability to communicate, clearly and professionally, with outside vendors and partners, if needed.
At least 3-5 years of experience in related field required.
Strong experience in hardware and software installation and configuration.
Experience supporting Windows Platform using Active Directory to manage and maintain user accounts
Experience troubleshooting different issues related to hardware and software, including printer problems.
Knowledge in networking with emphasis on LAN and WAN infrastructure.
Knowledge and experience administering Microsoft Office 365
Experience creating reports using SQL and Office tools.
Experience and knowledge in working with various web presentation platforms.
Additional professional certifications from entities such as HDI (Desktop Support Technician or Support Center Analyst), CompTIA or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator) are highly desired.
Skills, Abilities, and Personal Attributes
Excellent written and verbal communication skills; good team player; highly motivated self-starter; good relationship builder with strong diplomacy skills.
Must always maintain confidentiality given the sensitive and confidential information that is accessed
Bilingual with fluency in Spanish is a plus.
Ability to deliver technical presentations to end-users and management as needed.
Must be flexible as to the hours and days worked and able to work extra hours when necessary.