IT Support Specialist II

Job Description

Job Description

Job Description

This onsite IT Support Specialist II role provides primary end-user support for an office of approximately 200 onsite users, including executive leadership, while also delivering remote support to a nationwide user base. The position focuses on delivering high-quality Level 1 and Level 2 technical support for Windows desktops and laptops, Microsoft 365, mobile devices, and office technology within a mature, process-driven IT organization. The successful candidate combines strong technical aptitude with excellent customer service, clear communication, and the ability to work independently in a fast-paced, results-oriented environment.

Responsibilities

• Serve as the primary onsite IT support resource for the Dulles-area office, supporting approximately 200 onsite users, including executive leadership, while also providing remote support to users across multiple offices and job sites.
• Allocate time effectively between 70% onsite support for the local office and 30% remote support for a nationwide user base, ensuring consistent service levels and responsiveness.
• Provide hands-on support for Microsoft Windows desktops and laptops, Microsoft 365 applications, mobile devices, printers, and meeting room technology, ensuring users remain productive and connected.
• Troubleshoot and resolve issues related to operating systems, applications, connectivity, hardware, and peripherals, using strong analytical and diagnostic skills to identify root causes.
• Respond to incidents and service requests within established service level agreements, prioritizing work based on impact and urgency while managing multiple tasks simultaneously.
• Escalate complex or specialized issues to Infrastructure, Networking, Security, or Engineering teams when appropriate, ensuring smooth handoffs and clear documentation.
• Document troubleshooting steps, resolutions, and support activities in the IT service management (ITSM) platform, contributing to accurate records and reusable knowledge.
• Serve as a trusted technology partner for employees and business leaders by building strong relationships and delivering a high-touch, customer-focused support experience.
• Communicate technical concepts in a clear, professional, and non-technical manner, setting realistic expectations around issue resolution, timelines, and next steps.
• Maintain professionalism and composure when working with users who may be under deadline pressure, direct, or demanding, and consistently uphold a high standard of customer service.
• Deploy, configure, maintain, and support Windows laptops and desktops, ensuring they meet company standards for performance, security, and usability.
• Support Microsoft Intune-managed devices, assisting with configuration, policy application, and troubleshooting of endpoint management issues.
• Assist with user onboarding and offboarding by preparing and decommissioning workstations, provisioning accounts, and managing equipment lifecycle activities.
• Support mobile devices including iPhone, iPad, and Android devices, addressing email, application, configuration, and connectivity issues.
• Provide user support and basic administration for Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint Online, Entra ID (Azure AD), and Exchange Online.
• Collaborate closely with Help Desk, Infrastructure, Security, Networking, and Engineering teams to ensure cohesive and consistent support for end users.
• Participate in knowledge sharing and documentation efforts by contributing solutions, best practices, and process improvements within the IT team.
• Support and operate within ITIL-based service management practices focused on incident management, request fulfillment, documentation, and continuous improvement.
• Take ownership of assigned issues and tasks, follow established IT processes and procedures, and ensure timely resolution and follow-through without requiring close supervision.
• Model accountability, professionalism, and collaboration in daily interactions, contributing to a positive, supportive, and process-oriented team culture.

Essential Skills

• 25+ years of experience in desktop support, service desk, end-user computing, or technical support environments.
• Proven experience providing both onsite and remote support in a geographically dispersed enterprise environment.
• Hands-on experience troubleshooting Windows 10 and Windows 11 desktops and laptops, including operating system and application issues.
• Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint Online.
• Familiarity with Active Directory and Entra ID (Azure AD) user administration, including account and access management.
• Experience supporting laptops, desktops, printers, and mobile devices such as smartphones and tablets.
• Strong customer service orientation with a genuine desire to help users and provide a high-touch support experience.
• Excellent verbal and written communication skills, with the ability to explain technical concepts in a clear and professional manner.
• Strong analytical and troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Demonstrated ability to work independently, manage multiple priorities, and follow established IT processes and procedures.
• Ability to remain professional, composed, and effective under pressure while supporting users working against project deadlines.
• Ability to follow established processes and procedures and maintain a high level of detail orientation in a process-driven engineering environment.

Additional Skills and Qualifications

• Experience supporting executive-level or highly visible business users in a professional, high-expectation environment.
• Experience with Microsoft Intune and endpoint management for Windows devices and mobile platforms.
• Experience with Microsoft Defender and other device security solutions.
• Experience supporting Apple/macOS environments and Apple device support.
• Familiarity with ITIL-based service management practices and frameworks.
• Industry certifications such as CompTIA A+, Microsoft Fundamentals, Microsoft Modern Desktop Administrator, Apple Device Support, or ITIL Foundation.
• Experience working within a mature, process-driven IT organization focused on incident management, request fulfillment, and continuous improvement.
• Ability to build trust with users, communicate clearly, and create a positive support experience even in challenging situations.
• Dependable work habits, including consistent punctuality, strong ownership of responsibilities, and reliable follow-through on commitments.

Work Environment

This is a fully onsite role based in Sterling, Virginia, supporting a diverse workforce of construction professionals, engineers, project managers, and corporate staff. The environment is fast-paced and results-oriented, with users frequently working against project deadlines and sometimes communicating in a direct and demanding manner. The successful candidate maintains professionalism, has thick skin, and feels comfortable supporting individuals with strong personalities while delivering a high level of customer service. The role supports an office of approximately 200 onsite users and is part of a larger End User Computing team serving more than 6,000 employees across 25+ offices and numerous job sites. The IT organization follows ITIL-based service management practices and uses an ITSM platform for incident management, request fulfillment, and documentation. Technologies in use include Microsoft Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint Online, Exchange Online), Entra ID (Azure AD), Microsoft Intune, Microsoft Defender, printers, mobile devices (iPhone, iPad, Android), and meeting room technology. The position requires working independently because the manager is located in a different office, so self-management, reliability, and ownership are critical. Standard working hours are 7:00 a.m. to 4:00 p.m. local time, providing a consistent daytime schedule in an onsite office setting.

This is a Contract position based out of Sterling, VA.

The pay range for this position is $30.00 - $40.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: 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)

This is a Contract position based out of Sterling, VA.

This position is anticipated to close on Oct 31, 2026.

This is a fully onsite position in Sterling,VA.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.

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.