IT Support Specialist

HRsmart; Washington (District of Columbia); On-site; USD 50,000 - 65,000; Full time

Job summary

Prime Source is seeking an IT Support Specialist to provide comprehensive technical support to end users, handling front-line assistance and advanced troubleshooting to keep IT operations reliable.

You will work across Windows and Mac environments, manage accounts, MFA, and security, and support enterprise applications, while documenting processes and collaborating with admins and vendors.

This full-time on-site role in DC offers growth and exposure to a wide range of enterprise technologies.

Qualifications

• High school diploma required, IT-related degree preferred.
• 1–4 years IT support experience or service desk background.
• Strong knowledge of Windows, MacOS, and Microsoft 365 tools.
• Familiarity with identity management, MFA, and basic security concepts.

Responsibilities

• Serve as a primary IT support contact via phone, email, ticketing system, and in person.
• Troubleshoot hardware, software, and network issues across basic and advanced levels.
• Assist users with account access, MFA, and identity-management tasks.
• Perform workstation setup, imaging, deployment, and peripheral configuration.
• Support enterprise applications and departmental systems, including specialized tools.
• Document interactions and procedures accurately in the ticketing system.
• Escalate issues and collaborate with system admins, infrastructure teams, and vendors.
• Manage user accounts, security groups, and access requests.

Skills

Windows OS

MacOS

Microsoft 365

Active Directory

Networking basics

Education

High school diploma or equivalent

Associate degree or higher in IT-related field preferred

Tools

ServiceNow

Remedy

Jira

Intune

Azure AD

Job description

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Job Title

IT Support Specialist

Job Type

Full-time

Location

DC US (Primary)

Job Description

Prime Source is seeking an IT Support Specialist to provide comprehensive technical support to end users, ranging from front-line assistance to advanced troubleshooting and system configuration. This role ensures reliable IT operations across the organization by resolving incidents, fulfilling service requests, and supporting enterprise technologies.

Key Responsibilities

• Serve as a primary point of contact for IT support via phone, email, ticketing system, and in person.
• Troubleshoot and resolve hardware, software, and network issues at both basic and advanced levels.
• Assist users with account access, password resets, MFA issues, and general identity-management tasks.
• Perform workstation setup, imaging, deployment, and peripheral configuration.
• Support enterprise applications and departmental systems, including specialized tools.
• Conduct root-cause analysis and implement long-term solutions for recurring problems.
• Document all interactions and technical procedures accurately in the ticketing system.
• Escalate issues appropriately and collaborate with system administrators, infrastructure teams, and vendors.
• Manage user accounts, security groups, file permissions, and access requests.
• Provide guidance, mentorship, and knowledge-sharing to support staff.
• Assist with system upgrades, patching, deployments, and workstation lifecycle management.
• Educate users on IT policies, procedures, and best practices.

Job Requirements

Qualifications & Expertise

• High school diploma or equivalent; associate degree or higher in an IT-related field preferred.
• 1–4 years of experience in IT support, service desk operations, or system troubleshooting.
• Working knowledge of Windows OS, MacOS, Microsoft 365, Active Directory, and basic networking.
• Experience supporting mobile devices (iOS and Android), including enterprise management profiles.
• Proficiency with Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, Excel, Word, and related tools.
• Familiarity with basic cybersecurity practices such as MFA, endpoint protection, and secure data handling.
• Ability to diagnose and resolve both basic and complex technical issues across multiple operating systems.
• Ability to follow ITIL best practices for incident, problem, and change management.
• Strong communication, customer service, and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Ability to lift, move, and install computer hardware weighing up to 25–40 lbs.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, Security+, ITF+, or Microsoft certifications.
• Experience with ServiceNow, Remedy, and Jira ticketing systems.
• Familiarity with enterprise tools such as Intune, Azure AD, and virtualization platforms.
• Experience configuring or troubleshooting VPN, remote access tools, and network authentication.
• Knowledge of networking fundamentals such as DHCP, DNS, VLANs, and firewall rules.
• Experience in asset management, inventory tracking, and equipment lifecycle management.
• Experience in government, public works, or transportation IT environments.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment.