It Support Specialist

Description Uses knowledge of computers, mobile device, hardware, software configurations, operating systems, and LAN to resolve technical issues and provide implementation support Provides technical support in a fast paced, high-pressure environment while multi‑tasking (e.g. rebuilding a computer and working on a networking issue) and/or reprioritizing efforts as needed Communicates with management on potentially volatile situations. Takes responsibility and ownership of the issue Learns and applies customer and engineering best practices to support software/hardware solution to drive high availability to meet/exceed customer expectations Escalates and works with various corporate headquarters technical support specialists, software/hardware companies in issue resolution Continues to increase level of proficiency and expertise in the complex computer hardware and software technologies through continuous education, advanced training, and study Leverages subject matter expertise to instruct local office technology clients on optimal technology utilization both in‑person and virtually Advocates for technology needs of end users, proactive monitoring of technology related business issues, and support cross‑team engagement for resolutions of issues Develops relationships with Development, Infrastructure, Product, and other Application Support stakeholders to deliver and improve effectiveness and efficiency Contributes to process/service improvement ideas to enhance the client experience, partnering with more experienced team members for guidance where needed Vendor management of 3rd party technology solutions provider and implementations Project management of local technology implementations and upgrades, to include the communication and feedback to local and corporate leadership Skills Desktop Windows 10 Troubleshooting Active Directory Service desk Office 365 Hardware ServiceNow Technical support Imaging Help desk support Windows Customer service Qualifications Bachelor’s degree in Computer Science, MIS or OR a significant equivalent experience Minimum of 2 years of relevant technology support experience Advanced knowledge in computer, mobile device hardware, and software troubleshooting including proficiency in using software support tools Demonstrates strong customer service skills and excellent oral and written communication ability. Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi‑channel support in a rapidly changing technology environment. Demonstrated analytical and problem‑solving abilities including sound judgment/decision‑making skills High degree of initiative and motivation including willingness to seize opportunities to identify, help drive and implement process/service improvement and innovation Strong attention to detail including proficiency in clear and understandable ticket documentation Ability to diffuse/resolve escalations, resolve complex issues Job Type & Location Contract to Hire position based out of Washington, DC. Pay and Benefits Pay range: $31.00 - $33.00/hr. Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type Fully onsite position in Washington, DC. Application Deadline Position anticipated to close on Aug 3, 2026. Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. Compliance Statements San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr