IT Support Specialist

• Troubleshooting and problem-solving for technology systems that need to run 24x7x365.
• Providing IT hardware and software support for end-users.
• Working with our MSP to resolve technical issues.
• Occasional out-of-hours support for critical issues.
• Documenting IT issues and resolutions.
• Conducting diagnostic tests and identifying problems.
• Researching and recommending technical and process solutions.
• Installing, modifying, and repairing computer hardware and software systems.
• Ensuring IT policies and standards are being followed along with cybersecurity practices.
• Reviewing systems and processes towards a goal of iterative improvement.
• Managing the help desk ticket queue, prioritizing requests, and meeting response and resolution targets.
• Onboarding and offboarding users, including account provisioning, access management, and equipment setup.
• Maintaining IT asset inventory, including laptops, mobile devices, peripherals, and software licenses.
• Supporting conference rooms, audio-visual equipment, and collaboration tools for meetings and events.
• Participating in IT projects such as system upgrades, migrations, and technology rollouts, as assigned.
• Creating and maintaining knowledge base articles and providing end-user training on IT tools and best practices.
• Perform other duties as assigned.

• Excellent verbal and written communication.
• Demonstrated experience developing relationships.
• Ability to manage multiple tasks concurrently and perform work without direct supervision.
• Ability to manage sensitive information with confidentiality and professionalism.
• Demonstrated experience managing workload effectively and seeing projects through to completion.
• Exhibits resourcefulness commensurate with a level of urgency to meet customer needs.

• 1+ years of information technology support experience performing service support.
• Microsoft and/or Networking Certifications are a plus.
• Experience managing and maintaining Microsoft platforms.
• Understanding of networking and routing.
• Experience with solving and explaining technical issues across a broad workforce.
• Understanding of computer hardware and software systems.
• Experience with help desk ticketing systems and remote support tools preferred.
• Exhibits drive and can quickly develop, advancing along a planned learning arc.

• Regular Full-Time (RFT).
• In office presence is required in McLean, VA, USA.
• Occasional travel within the USA.
• Salaried, exempt professional.
• Salary Range: $65,000 - $70,000 annually.

Global Guardian Values

• We are hyper-responsive
• We find a way to "yes"
• We do what we say
• We work as a team

• Frequent sitting and standing for periods.
• On occasion, perform stressful and physical activity when needed.
• Ability to lift 20 – 30 pounds when required.