IT Support Specialist

Job Description

Job Description

Pay Range: $37.48hr - $42.48hr

Job Overview:

This contract-to-hire position is for an IT operations and support professional, with the intent to convert to a full-time position upon successful completion of the contract period. The role provides front-line technical and customer service support to agency staff in a formal financial environment, resolving routine issues, escalating complex problems, and supporting day-to-day IT operations and initiatives under supervision.

SCOPE OF THE PROJECT:

Contract-to-hire placement of an IT operations and support professional, with intent to convert to a full-time position upon successful completion of the contract period.

DAILY DUTIES / RESPONSIBILITIES:

• Serve as the first point of contact for staff seeking IT assistance by phone, email, or in person.
• Aim to deliver consistent, high-touch support with a focus on first-response resolution.
• Troubleshoot and resolve routine issues with desktops, laptops, mobile devices, printers, and standard software applications.
• Escalate complex problems to senior IT staff or managed service providers while keeping users informed.
• Process account setup, password resets, and access requests in line with agency policies and security standards.
• Manage security and distribution group membership in line with agency access policies.
• Perform post-maintenance testing after managed service provider maintenance windows and report issues.
• Open, track, and follow up on tickets with managed service providers through resolution.
• Document requests, resolutions, and user feedback in the agency's ticketing system.
• Educate users on IT best practices, system usage, and agency technology guidelines.
• Support IT initiatives and projects under supervision, such as equipment rollouts and software updates.
• Perform occasional break/fix and hardware support, including diagnosing, repairing, or replacing desktops, laptops, peripherals, and mobile devices, and coordinating warranty or vendor repairs.
• Maintain IT asset inventory, including tracking equipment assignment, receipt, deployment, and retirement, and keep inventory records accurate and audit-ready.
• Maintain strict confidentiality and security when handling sensitive financial and accounting data.
• Monitor and perform occasional rotating after-hours work to address incidents, support system maintenance, and meet deadlines.

REQUIRED SKILLS:

• 2+ years of help desk or IT support experience.
• Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices.

PREFERRED SKILLS:

• Experience in a customer-facing role (IT, banking, finance, or another professional service industry).
• Experience with help desk software and ticketing systems.
• Exposure to Active Directory, Microsoft Entra ID, and Intune for account and device management.
• Experience working with managed service providers or submitting and tracking vendor tickets.

ADDITIONAL SKILLS:

• Patience, empathy, and professionalism with all users; clear verbal and written communication; curiosity and resourcefulness in problem-solving, with sound judgment on when to escalate.
• Candidates must be able to pass a background and credit check prior to start.
• Commitment to integrity, confidentiality, and attention to detail in a government and financial services setting.
• Ability to prioritize, stay organized, and remain calm under pressure.
• Ability to build professional relationships and manage user expectations in a formal, fast-paced environment.
• Strong customer service skills, with the ability to explain technical concepts in simple terms.

REQUIRED EDUCATION:

• Bachelor's degree in Information Technology, Computer Science, or a related technical field; equivalent work experience in information technology or information security may be considered.

PREFERRED CERTIFICATIONS:

• CompTIA A+.
• ITIL Foundation.
• Microsoft Certified Fundamentals (e.g., Microsoft 365).

Physical Requirements(Due to nature of job, The candidate must have):

• Ability to lift and carry equipment weighing up to 50 pounds.
• Ability to bend, reach, and work under desks and in equipment areas.

Benefits:

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Disclaimer : Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.

About Cynet Systems

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.

As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.