Entry - IT Operations Specialist

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. 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.

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.

Onsite no remote Monday–Friday, 8:30 AM–5:00 PM.

Required Skills (Rank in order of Importance):

• 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 (Rank in order of Importance):

• 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 escalation. 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

Physical requirements: Must be able to lift and carry equipment weighing up to 50 pounds, and to bend, reach, and work under desks and in equipment areas as needed for hardware support.

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.

Required Certifications:

None required

Preferred Certifications:

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