IT Support Specialist

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IT Support Specialist

Full-time

DC US (Primary)

Prime Source is seeking an IT Support Specialist to provide comprehensive technical support to end users, ranging from front-line assistance to advanced troubleshooting and system configuration. This role ensures reliable IT operations across the organization by resolving incidents, fulfilling service requests, and supporting enterprise technologies.

• Serve as a primary point of contact for IT support via phone, email, ticketing system, and in person.
• Troubleshoot and resolve hardware, software, and network issues at both basic and advanced levels.
• Assist users with account access, password resets, MFA issues, and general identity-management tasks.
• Perform workstation setup, imaging, deployment, and peripheral configuration.
• Support enterprise applications and departmental systems, including specialized tools.
• Conduct root-cause analysis and implement long-term solutions for recurring problems.
• Document all interactions and technical procedures accurately in the ticketing system.
• Escalate issues appropriately and collaborate with system administrators, infrastructure teams, and vendors.
• Manage user accounts, security groups, file permissions, and access requests.
• Provide guidance, mentorship, and knowledge-sharing to support staff.
• Assist with system upgrades, patching, deployments, and workstation lifecycle management.
• Educate users on IT policies, procedures, and best practices.

• High school diploma or equivalent; associate degree or higher in an IT-related field preferred.
• 1–4 years of experience in IT support, service desk operations, or system troubleshooting.
• Working knowledge of Windows OS, MacOS, Microsoft 365, Active Directory, and basic networking.
• Experience supporting mobile devices (iOS and Android), including enterprise management profiles.
• Proficiency with Microsoft 365 applications, including Outlook, Teams, SharePoint, One Drive, Excel, Word, and related tools.
• Familiarity with basic cybersecurity practices such as MFA, endpoint protection, and secure data handling.
• Ability to diagnose and resolve both basic and complex technical issues across multiple operating systems.
• Ability to follow ITIL best practices for incident, problem, and change management.
• Strong communication, customer service, and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Ability to lift, move, and install computer hardware weighing up to 25–40 lbs.

• Industry certifications such as CompTIA A+, Network+, Security+, ITF+, or Microsoft certifications.
• Experience with Service Now, Remedy, and Jira ticketing systems.
• Familiarity with enterprise tools such as Intune, Azure AD, and virtualization platforms.
• Experience configuring or troubleshooting VPN, remote access tools, and network authentication.
• Knowledge of networking fundamentals such as DHCP, DNS, VLANs, and firewall rules.
• Experience in asset management, inventory tracking, and equipment lifecycle management.
• Experience in government, public works, or transportation IT environments.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment.