IT Specialist

Job ID: ATS #54438Reference: 51359Location: Washington, DC, 20001, United StatesJob Description:Key responsibilities include but are not limited to;Technical Support Provide Tier 1–3 support for hardware, software, network, and account issues. Diagnose and resolve escalated incidents involving Windows/macOS, Microsoft 365, VPN, networks, and business applications. Perform root cause analysis for recurring incidents and develop long-term solutions. User Assistance & Leadership Deliver professional, customer-focused support to end users, including executive-level staff. Mentor junior staff by providing guidance on troubleshooting, documentation, and best practices. Train users on new technologies, tools, and upgrades. Ensure agency comply with District wide training requirements, IT, data, and telecommunication policies Endpoint & Device Administration Manage deployment, imaging, configuration, and refresh cycles for laptops and telecommunication devices. Administer endpoint management solutions to manage devices in bulk rather than individually. Maintain hardware inventory, lifecycle planning, and warranty tracking. Networking & Systems Troubleshoot Wi Fi, Ethernet, VPN, DNS, DHCP, VoIP, and printing issues. Collaborate with Systems and Network teams including, OCTO, during incidents and scheduled maintenance. Case Management System Support Provide IT support for the organization’s case management system, including access, troubleshooting, and updates. Work with vendors or internal teams to resolve escalated system issues. Standards, Procedures and Governance Ensure IT project life cycles comply with District standards, procedures, and required documentation. IT & Telecommunications Support Operations Plan, coordinate, and monitor daily IT and telecommunication support activities to ensure timely resolution and service quality. Prioritize incoming requests, track progress, and maintain performance Security & Compliance Support audits, asset tracking and inventory, and compliance with IT security and operational policies. Process & Documentation Maintain and improve IT documentation, SOPs, and knowledge base articles. Recommend and implement service improvements and automation opportunities. Data Migration Plan and execute data migration activities between systems or platforms. Validate migrated data and resolve issues related to data transfer or system integration.