Technical Support Specialist

Overview

Our client is hiring a Desktop Support Specialist for its Dulles office, which supports approximately 150 to 200 onsite users. This role is part of a 16-person IT support team that serves over 5,000 users nationwide across 25 offices and hundreds of job sites. While the primary focus is providing hands-on technical support (level 1 and
2) at the local level, the position also provides day to day remote tech support to all 5,000 users. Figure 60% local support and 40% remote support.

• Provides level 1 and level 2 tech support to local and remote offices
• Provides support via walk-up, phone, chat, or email
• Resolves all first and second level support requests
• Documents incidents and problems in Zendesk (moving to Halo) and escalates issues to the appropriate teams when required
• Serves as the technical liaison to all users company wide, able to resolve technical issues within the desktop computing environment
• Trains users on how to use hardware and software where necessary
• When downtime occurs, documents new procedures and processes within the technician knowledgebase

• Demonstrated experience resolving level one and two technical issues in a M365 cloud environment which includes:
  • Windows 10/11 devices joined to Entra  (formerly Azure AD)
  • Microsoft 365 apps like Outlook, Word, Excel, PowerPoint, and Teams
  • Exchange Online for email
  • One Drive for Business and SharePoint Online for file storage and collaboration
  • Microsoft Teams for chat, meetings, and calls
  • Intune for device management and compliance
  • Defender for Endpoint for security
• Must be familiar with ITIL, Hardware Life Cycle Management, Change Management, Incident Management
• Strong understanding of troubleshooting techniques and experience with remote troubleshooting tools
• Able to assist users with connectivity issues, ensuring they can access network resources and the internet
• Able to identify and resolve issues related to DNS and DHCP, such as incorrect IP addresses, domain name resolution failures, or DHCP server outages
• Ability to monitor the desktop environment using hardware and software tools

• All Lenovo laptops - basic PXE boot, Windows 11 OS
• 70% of tickets come via email or self-service;
  Zendesk is in use but Halo switching in coming months
• 30% of tickets you create on behalf of walk-up users, or you get them to create the ticket which can be challenging
• The tech support team handles about 2000 tickets per month
• Troubleshooting done in person and over the phone; uses Go To Assist  for remote support
• 70% phone/remote support, 30% in-person support
• You will be the only IT person at this location; hours are 7 AM to 4 PM or 8 AM to 5 PM
• 100% onsite

A typical day is mostly reactive, focusing on resolving issues as they arise. You start by checking emails and Teams chats for any urgent updates. Then, review the ticket queue to prioritize urgent requests. Take a quick walk around the office to be visible as the face of IT, handling walk-up requests that can range from setting up PCs, troubleshooting crashes, mapping printers, changing passwords, addressing PC performance issues, and resolving virtual desktop problems.

M365, Intune, Windows 11, Entra , Technical support, remote support, Troubleshooting, Office 365, Azure AD, Teams, systems administration

• Demonstrates a strong sense of urgency on figuring out where technical support gaps are taking initiative to improve
• Strong interpersonal skills at all levels and ability apply skills and techniques to solve problems
• Excellent teamwork/collaboration skills
• Ability to establish and maintain a high level of user trust and confidence and the ability to manage client expectations
• Strong writing and speaking skills to explain technical solutions to both technical and non-technical individuals
• Ability to work with minimal direction - no manager looking over your shoulder
• Must be good at following established processes and procedures

This is a Contract position based out of Sterling, VA.

The pay range for this position is $30.00 - $40.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• 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)

This is a fully onsite position in Sterling, VA.

This position is anticipated to close on Feb 18, 2026.

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