IT Support Specialist

Addison Group
Falls Church, United States of America
yesterday

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English

Job location

Falls Church, United States of America

Tech stack

Microsoft Windows
Application Performance Management
User Authentication
Backup Devices
Multi-Factor Authentication
Hardware Compatibility (Software Requirements)
Identity and Access Management
Issue Tracking Systems
IT Management
Network Connections
User Provisioning Software
Enterprise Software Applications
Unified Endpoint Management

Job description

We are seeking a skilled IT Support Specialist to join our help desk team and provide advanced technical support across the organization. This role serves as a key escalation point for complex issues while delivering high-quality support to ensure a seamless end-user experience for employees., System Upgrades & Deployment

  • Perform full lifecycle operating system upgrades, including data backup, OS deployment, validation, and post-upgrade troubleshooting
  • Resolve upgrade-related issues such as driver conflicts, hardware compatibility, and application performance problems
  • Install, configure, and support enterprise applications including Microsoft 365 and endpoint security tools

Tier 2 Technical Support

  • Act as an escalation point for Tier 1 support, diagnosing and resolving complex technical issues
  • Troubleshoot Windows operating systems, hardware, network connectivity, and authentication-related problems
  • Support identity and access management processes, including multi-factor authentication (MFA) and account access issues
  • Perform data transfers, device migrations, and system restorations as needed

End-User & Deskside Support

  • Provide hands-on deskside support for hardware, software, printers, and connectivity issues
  • Deliver excellent customer service to end users, ensuring timely issue resolution
  • Document all incidents, requests, and resolutions accurately within the ticketing system
  • Communicate progress, escalations, and blockers clearly to IT leadership

Requirements

  • Strong experience with Windows 10/11 administration, imaging, upgrades, and troubleshooting
  • Hands-on experience with Microsoft 365, user provisioning, and endpoint configuration
  • Familiarity with identity and security tools, including MFA solutions and endpoint protection platforms (e.g., CrowdStrike)
  • Proven ability to independently troubleshoot and resolve escalated Tier 2 technical issues
  • Experience working within a ticketing system and following IT service management best practices
  • Strong problem-solving skills and ability to work in a fast-paced environment

Apply for this position