Support Technician

Jobtailor

McLean (VA)

On-site

USD 52,000 - 76,000

Full time

14 days+

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Job summary

Jobtailor is seeking an IT Helpdesk Specialist to manage ITIL-based incident workflows and provide professional user support. You will troubleshoot hardware, software, and network issues, perform remote repairs, and collaborate with cross-functional IT teams to ensure rapid service restoration.

The role includes handling user accounts and access permissions with strict security protocols. The position operates within a 24x7 support coverage model, with training shifts during the initial weeks.

Qualifications

High School Diploma with 6+ years of experience
Associate's Degree with 4+ years of experience
Bachelor's Degree with 2+ years of experience
Experience resolving technical problems via telephone or self-service
Knowledge of Windows Active Directory and common desktop applications
Familiarity with TCP/IP networking and desktop/laptop support

Responsibilities

Manage ITIL-based incident management, service requests, and demands with timely issue tracking
Troubleshoot hardware, software, and network issues; perform remote desktop repairs and minimize escalations
Provide user support and training for common applications and office tools
Collaborate with cross-functional IT teams to restore services and address complex problems
Manage user accounts and access permissions with documentation and security adherence
Work 9:30 AM–6:00 PM in a 24x7 coverage team, with training shifts initially

Job description

Utilize ITIL-based processes to efficiently manage and resolve incoming incidents, service requests, and demands, ensuring timely and accurate issue tracking.
Troubleshoot, analyze, and resolve hardware, software, and network issues, performing remote desktop repairs and minimizing escalations to Tier 3 support.
Provide user support and basic training for common applications, system procedures, and office productivity tools.
Collaborate with cross-functional IT teams - including network, systems engineering, and application development to restore services and address complex problems.
Manage user accounts, access permissions, and perform special administrative tasks while maintaining clear documentation and adhering to security protocols.
Work required shift from 9:30 AM to 6:00 PM as part of a coverage team operating 24x7 support, to include holidays. Training shift will be 7:00 AM - 3:30PM or 8:00 AM - 4:30 PM Monday through Friday for the first 2-3 weeks.

Requirements

High School Diploma with 6+ years of experience, an Associate's Degree with 4+ years of experience, or a Bachelor's Degree with 2+ years of experience.
Experience resolving technical problems and answering queries via telephone or self-service involving hardware, software, networks, system/application access, and telecommunications.
Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques.
Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
Familiarity with TCP/IP, general networking issues, virus scanning services, and desktop/laptop/peripheral support.

Core Competencies

Demonstrates expertise in ITIL-based incident management, technical troubleshooting, and user support for hardware and software issues. Proficient in managing user accounts and adhering to security protocols while collaborating with cross-functional IT teams.

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