Technical Support Specialist (Tier II)

Job Description

Job Description

Our client is seeking an experienced and detail-oriented and proactive Technical Support Specialist to join our IT operations team on a temporary basis. In this role, you will serve as the first point of contact for internal employees, handling foundational technical requests and essential administrative IT tasks. Your goal is to ensure minimal downtime for our client's staff by resolving high-frequency, low-complexity issues with speed and a high degree of "customer first" service. Due to client requirements, only US Citizens can be considered for this role. It is 100% onsite in Arlington VA.

Core Responsibilities
1. Identity & Access Management (Tier 1/2)

• Perform password resets and unlock user accounts within Okta and Google Workspace.
• Assist with Multi-Factor Authentication (MFA) enrollment and troubleshooting.
• Verify user identities following company security protocols before granting access.

2. Hardware & Provisioning

• Laptop Builds: Execute standardized imaging processes to prepare hardware for new hires and rebuilds for existing users.
• Perform basic hardware diagnostics and coordinate repairs for peripherals.
• Conduct regular inventory audits to ensure hardware stock levels are accurate and assets are tagged correctly in the CMDB.

3. Connectivity & Office Support

• Wireless Support: Troubleshoot Wi-Fi connectivity issues for on-site employees and provide guest network access.
• Printing: Resolve common printing errors, driver installations, and toner replacements.
• Meeting Room Tech: Provide "white glove" support for AV equipment in conference rooms as needed.

4. Documentation & Ticketing

• Maintain meticulous records of all support requests in our ITSM tool (e.g., Jira).
• Update internal "How-To" documentation for common Tier 0 fixes to encourage user self-service.

Technical Qualifications:
Experience: 3+ years in a Help Desk, Service Desk, Desktop Support or IT Coordinator role (both in-person and remote)
Hardware: Experience with laptop deployments and peripheral setup (docking stations, monitors, printers).
Platforms: Basic administrative familiarity with Okta (or similar IAM) and Google Workspace/Microsoft 365.
OS Knowledge: Troubleshooting skills in both Windows 10/11 and macOS.
Networking: Fundamental understanding of TCP/IP, DNS, and Wi-Fi security protocols.

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This job is In-Person.

Pay Range: Hourly $28.00 to $32.00

We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.

Download the Sparks Group mobile app from  Apple App Store or Google Play .

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Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.