IT Support Specialist

Job Description

Job Description

Join a Company Where Your Work Makes a Difference

At ISN , we believe our people are the driving force behind our success. For more than 45 years, we've partnered with over 150 federal agencies to deliver innovative, mission-critical solutions that strengthen government mission and serve the public.

Recognized over 25 times by the Washington Business Journal as one of the 50 Fastest Growing Government Contractors and by the Inc. 5000 as one of the Fastest Growing Private Companies , ISN continues to grow through exceptional service, innovation, and a commitment to excellence. We have earned more than 100 commendation letters from our customers recognizing our commitment to exceptional quality, timely delivery, and unwavering integrity. We take pride in our role as a trusted government partner, delivering innovative solutions that benefit society, strengthen national security, and support mission-critical operations.

At ISN, you'll find more than a job—you'll find an opportunity to build your career, collaborate with talented professionals, and make a meaningful impact supporting important federal missions. We foster a collaborative, inclusive culture where employees are encouraged to learn, grow, share ideas, and contribute to innovative solutions for our customers.

Whether you're just beginning your career or bringing years of experience, you'll join a team that values integrity, accountability, teamwork, and continuous improvement. If you're passionate about making a difference and delivering exceptional results, we'd love to have you on our team.

Why You'll Love Working at ISN

We believe great employees deserve great support. Our comprehensive benefits package includes:

• Comprehensive Medical Coverage with Prescription Benefits
• Dental Insurance
• Flexible Spending Accounts (FSA)
• Company-Paid Short-Term & Long-Term Disability
• Company-Paid Basic Life Insurance
• 401(k) Retirement Plan
• Paid Time Off beginning on your first day of employment
• Professional growth and leadership development opportunities

Required Qualifications

• 6–8 years of hands-on experience in IT Help Desk, Desktop Support, or Technical Support roles within an enterprise Windows environment.

• Strong experience supporting and troubleshooting Microsoft Windows 10 and Windows 11 operating systems.

• Experience supporting Microsoft 365 applications and services, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint Online, and Exchange Online.

• Strong knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN (SSL/IPSec), Wi-Fi, RDP, remote access technologies, and basic network troubleshooting.

• Experience supporting Microsoft Entra ID (Azure AD), Active Directory, and Microsoft 365 identity services, including user account support, password resets, MFA enrollment and troubleshooting, account unlocks, and basic directory troubleshooting in accordance with established IT procedures.

• Experience supporting Microsoft Intune-managed devices, endpoint troubleshooting, software deployment, BitLocker recovery, device enrollment, endpoint compliance, and mobile device support.

• Hands-on experience supporting Virtual Desktop Infrastructure (VDI), including Azure Virtual Desktop (AVD), Windows 365, or similar virtual desktop environments.

• Experience troubleshooting Multi-Factor Authentication (MFA), Microsoft Authenticator, passwordless authentication, and account recovery.

• Experience supporting Universal Print, network printers, print servers, printer deployment, and printer troubleshooting.

• Experience supporting Fortinet SSL/IPSec VPN client connectivity, remote access, VPN authentication, and connectivity troubleshooting.

• Experience troubleshooting Adobe Acrobat, Microsoft Office, and Microsoft 365 applications.

• Experience supporting Dell enterprise desktops, laptops, docking stations, BIOS/UEFI updates, firmware, hardware diagnostics, warranty support, and peripheral devices.

• Experience diagnosing and resolving hardware, software, operating system, driver, BIOS/UEFI, and peripheral issues on desktops, laptops, docking stations, printers, scanners, webcams, monitors, and mobile devices.

• Experience providing onsite and remote technical support using enterprise remote support tools while consistently meeting established SLA requirements.

• Experience using IT Service Management (ITSM) platforms such as Jira, ServiceNow, or equivalent to document, track, and resolve incidents and service requests.

• Working knowledge of endpoint security technologies including Microsoft Defender, BitLocker, Microsoft Authenticator, endpoint protection, and cybersecurity best practices.

• Strong analytical, troubleshooting, documentation, root cause analysis, and problem-solving skills.

• Excellent customer service, written and verbal communication, and interpersonal skills.

• Ability to prioritize multiple support requests and work effectively in a fast-paced enterprise environment.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.

• CompTIA A+, Network+, Security+, Microsoft, or equivalent industry certifications.

• Experience supporting Microsoft 365 cloud environments, including Exchange Online, SharePoint Online, Teams, OneDrive, and Intune.

• Experience supporting Microsoft Government Community Cloud, Azure Government, or other regulated environments.

• Experience with endpoint security solutions such as Microsoft Defender, Microsoft Purview, or equivalent.

• Familiarity with IT asset lifecycle management, hardware procurement, inventory control, software licensing, and warranty management.

• Basic knowledge of PowerShell scripting is a plus.

Key Responsibilities

• Provide Level 1 and Level 2 technical support for end users across onsite and remote locations.

• Troubleshoot and resolve issues involving Windows 10/11, Microsoft 365 applications, Microsoft Office, Adobe Acrobat, Exchange Online, Outlook, Teams, OneDrive, SharePoint Online, web browsers, Dell desktops and laptops, docking stations, Universal Print, network printers, scanners, monitors, webcams, and peripheral devices.

• Provide end-user support for Microsoft Entra ID (Azure AD), Active Directory, Microsoft Intune, and Microsoft 365 services, including password resets, MFA enrollment, account troubleshooting, licensing requests, and escalation of administrative tasks to senior IT staff.

• Provide technical support for Azure Virtual Desktop (AVD) and Virtual Desktop Infrastructure (VDI) environments, including user sessions, profile issues, remote desktop connectivity, printer redirection, application access, Microsoft Teams optimization, and performance troubleshooting.

• Diagnose and resolve network connectivity issues involving wired and wireless networks, Fortinet SSL/IPSec VPN, DNS, DHCP, TCP/IP, RDP, Azure Virtual Desktop (AVD), Virtual Desktop Infrastructure (VDI), and remote access connectivity.

• Install, configure, deploy, upgrade, and maintain desktops, laptops, monitors, mobile devices, printers, peripherals, and approved enterprise software.

• Perform workstation imaging, software installation, operating system upgrades, patching, firmware updates, hardware upgrades, endpoint troubleshooting, and device replacement.

• Troubleshoot Multi-Factor Authentication (MFA), Microsoft Authenticator, passwordless authentication, account lockouts, and identity verification issues in accordance with established IT procedures.

• Support Universal Print and network printing environments, including printer installation, printer mapping, print queues, print servers, driver updates, and printer connectivity troubleshooting.

• Provide technical support for Fortinet VPN clients, including VPN connectivity, authentication issues, client configuration, certificate-related issues, and remote access troubleshooting.

• Troubleshoot Adobe Acrobat, Microsoft Office, and Microsoft 365 application issues, including installation, activation, configuration, updates, add-ins, and document-related problems.

• Perform diagnostics, repair coordination, warranty support, hardware replacement, BIOS/UEFI updates, firmware updates, and lifecycle support for Dell enterprise desktops, laptops, monitors, docking stations, and peripherals.

• Support employee onboarding and offboarding activities, including equipment preparation, hardware deployment, account setup requests, equipment recovery, and secure device sanitization.

• Coordinate shipment, receipt, tracking, and return of IT equipment for employees, contractors, and field personnel using approved shipping carriers.

• Maintain accurate IT asset inventory, equipment lifecycle records, warranty information, software license records, and asset assignments.

• Troubleshoot Microsoft Teams, Outlook, OneDrive, SharePoint, and Microsoft 365 application issues within both physical desktops and Azure Virtual Desktop (AVD) environments.

• Document incidents, service requests, troubleshooting procedures, and resolutions within the ITSM ticketing system while meeting established SLA targets.

• Perform technical troubleshooting and root cause analysis, escalating complex infrastructure, network, security, cloud, or application issues to senior engineers when appropriate.

• Reimage, sanitize, repair, and prepare returned equipment for redeployment in accordance with company security standards and asset management procedures.

• Create and maintain technical documentation, standard operating procedures (SOPs), user guides, and knowledge base articles.

• Assist with endpoint security troubleshooting, vulnerability remediation, BitLocker recovery, Microsoft Defender endpoint issues, and compliance with organizational security policies.

• Participate in after-hours support, scheduled maintenance activities, system deployments, and on-call rotations as required.

ISN Corporation is proud to be an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetic information, or any other status protected by applicable law.

ISN Corporation maintains a Drug-Free Workplace . All candidates must successfully complete a pre-employment background investigation prior to starting employment.