IT Support Specialist

PCI Federal; Huntsville (AL); Remote; USD 42,000 - 64,000; Full time

Job summary

PCI Federal Services is seeking an IT Support Specialist to provide responsive technology support to employees, troubleshooting hardware, software, and connectivity issues for onsite and remote staff. The role emphasizes customer service and ownership through resolution or escalation.

Responsibilities include managing user accounts, onboarding/offboarding, and supporting Microsoft 365, Windows 11, and security tooling. The position includes remote coverage options and potential travel as needed.

Qualifications

• 1+ years of IT support experience.
• Working knowledge of Windows 11 and Microsoft 365.
• Experience troubleshooting hardware, software, authentication, and connectivity issues.
• Strong customer service, communication, troubleshooting, and problem-solving skills.
• Ability to manage multiple priorities, document work clearly, and work independently.
• Ability to obtain and maintain background investigation or security eligibility as required.

Responsibilities

• Provide end-user support for Windows 11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and related applications.
• Troubleshoot laptops, mobile devices, printers, peripherals, and connectivity issues.
• Perform Entra ID administration and MFA troubleshooting, and support Intune-managed devices.
• Manage incidents and service requests via ITSM platform with documentation and escalation.
• Configure and deploy computers, software, and mobile devices.
• Support onboarding, transfers, and offboarding of employees.
• Support endpoint security technologies, including BitLocker and recovery.
• Maintain accurate IT asset and inventory records.
• Follow incident escalation, change-management, and access-control procedures.
• Provide first-level support for Microsoft Copilot capabilities.
• Create and maintain user instructions and knowledge-base documentation.
• Identify recurring issues and potential systemic or security concerns.
• Handle sensitive information and comply with CUI requirements.
• Participate in technology deployments, upgrades, testing, and IT initiatives.
• Follow company security, access-control, and data-handling requirements.

Skills

IT support

Windows 11

Microsoft 365

Customer service

Communication

Troubleshooting

Documentation

Education

Associate degree in Information Technology

Tools

SysAid

ServiceNow

Intune

PowerShell

Job description

Location: Huntsville, AL (Preferred) ; Atmore, AL; Washington, DC Metro; or Remote

PCI Federal Services is seeking an IT Support Specialist to provide responsive, professional technology support to employees across the organization. This position troubleshoots and resolves hardware, software, Microsoft 365, account-access, endpoint, mobile-device, and connectivity issues for onsite and remote employees. The ideal candidate combines strong troubleshooting skills with excellent customer service and takes ownership of issues through resolution or appropriate escalation.

Key Responsibilities

• Provide end-user support for Windows 11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and related business applications.
• Troubleshoot laptops, mobile devices, printers, peripherals, software, TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general connectivity issues.
• Perform routine Microsoft Entra ID user and group administration, account-access support, multifactor authentication troubleshooting, and support of Intune-managed devices.
• Manage incidents and service requests through the IT service management platform, including documentation, prioritization, resolution, and escalation.
• Configure and deploy computers, software, mobile devices, and other end-user technology.
• Support employee onboarding, transferring, and offboarding.
• Support endpoint security technologies, including BitLocker encryption and recovery.
• Maintain accurate IT asset and inventory records.
• Follow documented incident escalation, change-management, and access-control procedures.
• Provide first-level support for approved Microsoft Copilot capabilities.
• Create and maintain user instructions and knowledge-base documentation.
• Identify recurring issues and escalation potential systemic or security concerns.
• Handle company, customer, sensitive organizational information, and Controlled Unclassified Information (CUI) in accordance with established requirements and procedures.
• Participate in technology deployments, upgrades, testing, and other IT initiatives.
• Follow company security, access-control, and data-handling requirements.
• This position is scheduled from 10:00 a.m. to 7:00 p.m. Central Time, Monday through Friday, to provide extended IT support coverage.

Qualifications

• 1+ years of experience in IT support, service desk, desktop support, or a similar technical role.
• Working knowledge of Windows 11 and Microsoft 365.
• Experience troubleshooting hardware, software, authentication, and connectivity issues.
• Strong customer service, communication, troubleshooting, and problem-solving skills.
• Ability to manage multiple priorities, document work clearly, and work independently.
• Ability to obtain and maintain any background investigation, security eligibility, or other access requirements necessary to support assigned contracts.

Preferred

• Experience with Microsoft Entra ID and Intune.
• Experience with SysAid, ServiceNow, or another ITSM platform.
• Experience supporting remote or geographically distributed employees.
• PowerShell or automation experience.
• CompTIA, Microsoft, ITIL, or comparable certification.
• Experience in a government contracting, regulated, or security-conscious environment.

Education

Associate degree in Information Technology or a related field preferred. Relevant professional experience, military technical training, certifications, or an equivalent combination of education and experience may be considered.

Work Requirements

This position may be based in Huntsville (preferred), Atmore, the Washington, DC metropolitan area, or remotely from an approved U.S. location. Occasional travel and hands‑on equipment support may be required.