Senior IT Support Specialist

The Senior IT Support Specialist provides demonstrated experience of technical support and serves as the escalation point for complex technical issues while bridging end-user support and enterprise technology operations. This role combines sound knowledge of troubleshooting, Microsoft 365, endpoint administration, as well as project participation, continuous service improvement to deliver reliable, secure, and customer-focused IT services. This position contributes to technology initiatives while maintaining a strong focus on service excellence and operational excellence by working closely with the Director of IT, the Associate Director of IT Infrastructure, and the managed service providers (MSPs)., * Provide demonstrated experience and technical support for issues escalating from Tier 1 support, ensuring timely and effective resolution within established SLAs.

• Take ownership of one or more specialized service areas such as enterprise applications, mobile device management, or security awareness to develop subject matter expertise and improve service delivery.
• Administer and support enterprise applications and systems, such as Microsoft 365 services, Intune, Azure Virtual Desktop, Teams, Google Workspace, and Zoom administration, endpoint technologies, and department-specific software to ensure reliable and secure business operations.
• Perform regular ticket analysis to identify recurring issues, develop preventative solutions, and create knowledge articles, FAQs, and user documentation that promote self-service.
• Collaborates with others on the IT team with server and network monitoring, troubleshooting, and maintenance tasks.
• Coordinates and delivers user training on IT systems, cybersecurity awareness, collaboration tools, and technology best practices.
• Communicate effectively with end users, leadership, and business stakeholders by providing timely updates, managing expectations, and ensuring a high level of customer satisfaction throughout the support lifecycle.
• Participate in IT projects by supporting technology implementations, testing new solutions, developing automation where appropriate, and contributing to successful project delivery.
• Collaborate with HRC’s managed service provider (MSP) and internal technology teams to coordinate escalated support activities and maintain seamless service delivery.
• Mentor and guide peer IT support staff by sharing technical knowledge, troubleshooting techniques, and operational best practices.
• Support organizational cybersecurity by maintaining secure endpoint configurations, assisting with patch management, vulnerability remediation activities, and promoting adherence to IT security standards and policies.
• Partner with the Associate Director of IT Infrastructure on server administration, infrastructure operations, enterprise system maintenance, procurement activities, vendor coordination, contract administration, and technology evaluations, providing operational support while shared ownership remains with the Infrastructure Team.
• Travel to and provide AV and technical support to HRC events, including planning, equipment preparation, and on-site technical management as required.
• Other duties as assigned, to help us continually deliver exceptional IT services.

• Bachelor’s degree in Computer Science, Information Technology or a related field; or equivalent work experience, with at least four (4) years of progressively responsible IT support experience.
• ITIL Foundation, CompTIA A+, Network+, or comparable certifications are preferred.
• Strong working knowledge of Microsoft 365, Windows client operating systems, Entra ID, Active Directory, endpoint management, enterprise applications, and macOS support; working knowledge of Windows Server, networking fundamentals, and IT security best practices.
• Experience with Windows PowerShell or other automation tools, IT service management practices, project coordination, and managing multiple priorities in a dynamic environment.
• Excellent analytical, troubleshooting, written, and verbal communication skills with the ability to communicate effectively with technical and non-technical audiences while working independently and collaboratively.
• Ability to travel periodically, work occasional evenings or weekends, and support equipment deployment as HRC’s needs require.
• Experience supporting Google Workspace and security administration is preferred.
• Experience supporting AV systems, event technology, and equipment setup for hybrid meetings and large in-person events is preferred.
• Personal interest in and commitment to HRC’s mission.

4.0 1640 Rhode Island Avenue NW, Washington, DC 20036 $75,200 - $94,000 a year, $75,200 - $94,000 a year Weekends as needed, Evenings as needed 1640 Rhode Island Avenue NW, Washington, DC 20036