> Markdown version of [/jobs/ext/1153289-it-support-center-specialist-tier-1](https://www.wearedevelopers.com/jobs/ext/1153289-it-support-center-specialist-tier-1). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Center Specialist (Tier 1) - **Company:** Optimal Inc. - **Location:** Rockville, MD, United States (Remote available) - **Experience:** Experienced - **Salary:** $52,000.0 - $58,240.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Microsoft Windows, Active Directory, Antivirus Softwares, Apple Mac Systems, Microsoft Azure, Software as a Service, Cloud Computing, Collaborative Software, CompTIA Network+, CompTIA Security+, Databases, Identity and Access Management, Microsoft Office, Windows Search, Windows Servers, Azure Active Directory, TCP/IP, Computer Network Technologies, Okta, Laptops, User Administration - **Published:** July 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=20b1d559b2ec4a86 ## About the Role * Client-focused. You are empathetic and "read" people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises. * Attention to detail. You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel. * Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy. * Problem Solver. You use your skills and knowledge to solve the problem, not just the symptoms, looking to ensure that it is always fixed the first time., Mandatory * Strong knowledge of customer service practices and procedures * Strong interpersonal and communication skills; able to translate technical issues to non-technical people, in written, verbal, and non-verbal communications * Developed troubleshooting and diagnostic skills * Demonstrated ability to function in a non-scripted helpdesk environment * Demonstrated experience providing remote support via remote tools * Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations. Desirable * Demonstrated knowledge and understanding of Microsoft Windows Server products (2012 R2, 2016, 2019), Microsoft Azure Cloud based services. * Demonstrated knowledge and understanding networking technologies and concepts (TCP/IP, Wireless, Security etc.), Mandatory * High school diploma or GED * CompTIA A+ Desirable * HDI - Support Center Analyst (HDI-SCA) * ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations * CompTIA Network+, CompTIA Security+ * Microsoft 365 Certified: Fundamentals * Microsoft 365 Certified: Modern Desktop Administrator Associate Experience Mandatory * 2+ years of Service/Help Desk experience providing IT Support * Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools. * Comfortable working a shift that falls between 8:30 AM and 9:00 PM to help provide full-day coverage in our 24/7/365 operation. Desirable Managed Service Provider (MSP) Experience in a Service Desk Role ## Description As an Optimal Support Center Specialist, you will provide remote support services for our clients. Working remotely, you will gather the client's information and determine the customer's issue by analyzing the symptoms and determining the underlying problem. You will be troubleshooting a wide variety of issues and supporting a huge range of operating environments., This position has the following responsibilities. * Handling customer technical support cases through phone and email submission * Establish, maintain, and increase client satisfaction through professional, courteous, and caring service. * Provide superb technical support for: * End-user devices: desktops, laptops, mobile devices, printers, scanners etc. * Desktop Operating Systems - Windows and MAC OS * Software Support across various types of software (e.g., MS Office, POS system, accounting software etc.) * User Administration and Identity Management - Active Directory, MFA (Azure AD, Okta etc.) * Cloud based (SaaS) system - Microsoft 365, Windows365 etc. * Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems. * Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording. * Ensure the user is updated on status of incident, communicated on the solution, and is satisfied with solution before closing ticket. * Provide case status updates to management and end-users according to service level guidelines * Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer * Provide / offer guidance and help users solve common IT problems. * Create and maintain relevant processes, procedures, and knowledge article documentation. * Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications. * Performs miscellaneous job-related duties as assigned. Reporting Relationship Reports to: Reactive Operations Center (ROC) lead ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)