Junior IT Operations & Support Specialist

• Full-time

Arlington, VA | Onsite | Full Time

Position Overview

Crown Innovations is seeking a customer focused and technically capable Junior IT Operations & Support Specialist to provide day-to-day technology support for approximately 275 employees across the organization.

This position serves as the primary internal point of contact for common end user technology issues involving computers, mobile devices, printers, Microsoft and Apple environments, network connectivity, user access, business applications, office telecommunications, and endpoint systems.

The Junior IT Operations & Support Specialist will manage and monitor Crown’s internal help desk and ticketing process, troubleshoot hardware and software issues, support Microsoft 365 and Microsoft Intune, assist with device deployment and configuration, and maintain accurate IT asset and device records.

This role will work closely with Crown leadership and the company’s third-party IT service provider. The selected individual will independently resolve routine and intermediate support issues while appropriately escalating infrastructure, network, cybersecurity, or other advanced technical matters to Crown’s external IT provider and authorized leadership.

This position requires more than technical aptitude. The successful candidate must be professional, responsive, approachable, and capable of communicating effectively with employees and leadership at all levels of the organization. Strong customer service, judgment, follow-though, and the ability to explain technical issues in clear, practical terms are essential.

This role provides an excellent opportunity for an early career IT professional to build broad experience across endpoint management, Microsoft 365, user support, IT operations, telecommunications, and technology projects while working closely with experienced internal and external technical resources.

Key Responsibilities

• Serve as the primary internal point of contact for employee technology support.
• Manage and maintain the company’s IT help desk and ticketing system.
• Receive, prioritize, document, troubleshoot, and resolve technical support requests.
• Provide timely in person, remote, and telephone based technical assistance.
• Troubleshoot common hardware, software, application, account, access, and connectivity issues.
• Track recurring issues and identify opportunities to improve IT support processes.
• Escalate infrastructure, networking, cybersecurity, and other advanced technical issues to the appropriate external provider or authorized internal resources.
• Maintain professional and responsive communication with employees throughout the support process.

Hardware & Endpoint Management

• Configure, deploy, maintain, and troubleshoot desktop computers, laptops, monitors, docking stations, peripherals, and mobile devices.
• Support both Windows and Apple devices.
• Assist with device provisioning, configuration, updates, replacements, and lifecycle management.
• Manage and support endpoint devices through Microsoft Intune.
• Maintain accurate records of company issued computers, mobile devices, peripherals, and other IT assets.
• Support related IT onboarding, employee transfers, and offboarding activities.
• Prepare and configure equipment for new employees and ensure devices are properly recovered during separations.

Microsoft 365 & Business Applications

• Provide day-to-day support for Microsoft 365 and related Microsoft applications.
• Troubleshoot Microsoft accounts, applications, configurations, licensing, and access issues.
• Assist with user and device administration within authorized Microsoft environments.
• Support employees using Outlook, Teams, Word, Excel, PowerPoint, One Drive, SharePoint, and other commonly used…