We are looking for IT Specialist (Min 10+ Yrs. Exp) HYBRID (Both Webcam and In Person Interview).
POSITION DESCRIPTION
DIRECT CLIENT Position
Number of positions:1
Length: 4-23 Months+
Work Address: Washington DC,20001
Immediate interviews Both Webcam and In Person Interview
Please Note this position is HYBRID
looking for an IT Specialist to provide generalized day to day IT support.
seeking an experienced and highly skilled IT Support Specialist with 6+ years of hands-on IT support experience to serve as the primary point of contact for technical issues, troubleshooting, user support, endpoint administration, and ensuring a smooth day to day technical operation.
This role is a great fit for someone who enjoys solving problems, mentoring junior technicians, owning issues end-to-end, and improving processes.
Key responsibilities include but are not limited to;
Technical Support
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Provide Tier 1 3 support for hardware, software, network, and account issues.
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Diagnose and resolve escalated incidents involving Windows/macOS, Microsoft 365, VPN, networks, and business applications.
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Perform root cause analysis for recurring incidents and develop long-term solutions.
User Assistance & Leadership
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Deliver professional, customer-focused support to end users, including executive-level staff.
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Mentor junior staff by providing guidance on troubleshooting, documentation, and best practices.
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Train users on new technologies, tools, and upgrades.
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Ensure agency comply with District wide training requirements, IT, data, and telecommunication policies
Endpoint & Device Administration
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Manage deployment, imaging, configuration, and refresh cycles for laptops and telecommunication devices.
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Administer endpoint management solutions to manage devices in bulk rather than individually.
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Maintain hardware inventory, lifecycle planning, and warranty tracking.
Networking & Systems
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Troubleshoot Wi Fi, Ethernet, VPN, DNS, DHCP, VoIP, and printing issues.
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Collaborate with Systems and Network teams including, OCTO, during incidents and scheduled maintenance
Case Management System Support
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Provide IT support for the organization's case management system, including access, troubleshooting, and updates.
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Work with vendors or internal teams to resolve escalated system issues.
Standards, Procedures and Governance
IT & Telecommunications Support Operations
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Plan, coordinate, and monitor daily IT and telecommunication support activities to ensure timely resolution and service quality.
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Prioritize incoming requests, track progress, and maintain performance
Security & Compliance
Process & Documentation
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Maintain and improve IT documentation, SOPs, and knowledge base articles.
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Recommend and implement service improvements and automation opportunities.
Data Migration
Additional Duties
Required/Desired Skills
Candidates must have ALL the "Required" skills in order to be considered for the position. "Desired" or "Highly Desired" skills are a PLUS but may NOT be required.
Skill Matrix
| Experience with Business workflow processes | Required / Desired | Amount | of Experience |
| Bachelor's degree in information technology or related field or equivalent experience | Required | 10 | Years |
| Strong expertise in: Windows 11, macOS, Microsoft 365, Teams, Outlook, SharePoint /OneDrive | Required | 6 | Years |
| Strong expertise in endpoint management tools (Intune preferred; SCCM/JAMF a plus) | Required | 6 | Years |
| Strong expertise in basic networking concepts (TCP/IP, DNS, DHCP, routing, Wi-Fi) | Required | 6 | Years |
| Strong expertise in hardware setup, configuration, imaging tools and device lifecycle management | Required | 6 | Years |
| Experience supporting remote, hybrid and on-site users | Required | 6 | Years |
| Demonstrated ability to solve complex issues independently | Required | 6 | Years |
| Excellent communication, customer service and technical documentation skills | Required | 6 | Years |
| Administer support across multiple office locations | Required | | |
| Ability to effectively work in a hybrid environment | Required | | |
| Ability to move IT equipment (up to 35 lbs ). | Required | | |
| ITIL certification | Highly desired | | |
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