IT Support Specialist

IT Support Specialist Location: Northern Virginia Status: Exempt / Full-Time The IT Support Specialist is a strategic and technical individual responsible for overseeing enterprise-wide IT systems, help desk operations, and application support—particularly focused on the Yardi product suite and Microsoft 365 environments. This role combines hands‑on technical expertise with leadership in process optimization, user support, and systems administration. The analyst will serve as a key escalation point for technical issues, lead cross‑functional initiatives, and ensure alignment between technology capabilities and business needs across residential and commercial portfolios. Duties & Responsibilities Administer and support Microsoft 365 cloud environment including Teams, SharePoint, and Azure. Manage Entra ID/Active Directory accounts and user provisioning across platforms. Troubleshoot hardware/software issues across PCs, mobile devices, tablets, and peripherals. Configure IT devices for secure operation and maintain inventory of IT assets. Support VOIP telephony, network troubleshooting, and escalated to vendors as needed. Maintain Cisco Webex Control Hub user data. Use ticketing systems like ServiceNow to assist users and manage requests. Produce training documentation and provide end user training. Execute and monitor IT systems projects from start to finish. Assist with monthly data entry of invoices. Support end users in daily software troubleshooting including but not limited to MS Office Suite, Teams, SharePoint, Yardi, Adobe Acrobat, and other organizationally used software. Support onboarding, product setup, and implementation cycles. Ability to learn new software and systems when needed to support the organization. Assist with configuration and adjustments to IT systems to improve efficiency and performance. Serve as escalation point for high‑priority Yardi‑related cases and technical issues. Provide support to users for key issues with regards to their daily Yardi functions. Maintain system compliance and integrity through security role management and process documentation. Collaborate with business units to align Yardi capabilities with operational needs. Monitor help desk performance using platforms like ServiceNow. Respond to inbound support requests via help desk platform, phone, email, or chat. Troubleshoot and resolve technical issues related to the platform. Document, prioritize, and track all inquiries and issues in the help desk ticketing system. Guide stakeholders through platform features and provide training or advice. Stay up to date on new features and product updates within the Yardi product suite. Collaborate with internal support teams to resolve technical challenges. Education & Experience Associate's degree in Information Technology or related field preferred. 2+ years of experience in Information Technology. Solid working knowledge of current network technologies, including Microsoft 365. Strong knowledge of Active Directory. Strong knowledge of Yardi user provisioning and application support. Experience with workstation and software support. Qualifications Ability to work both independently and in a team‑oriented, collaborative environment. Strong analytical and problem‑solving skills. Capable of assisting with network, server, and VOIP telephony support. Willingness to work on‑site to provide support. Willingness to travel to local properties throughout Northern Virginia. Strong written and verbal communication skills. Strong interpersonal skills, attention to detail, and self‑motivation. Ability to collaborate effectively with users, management, and cross‑functional teams. #J-18808-Ljbffr Catapult Federal Services