Technical Support Specialist I

RPMGlobal; Washington, Northern (District of Columbia, KY); Hybrid; USD 45,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Disability insurance

Retirement plans

Paid time off

Tuition assistance

Job summary

The MIL Corporation invites applications for a Technical Support Specialist I to support a Federal Government client in Washington, DC. You will be the central point of contact for IT incidents, providing phone/email/in-person support, and documenting requests to improve service delivery.

On-site schedule currently required; responsibilities include diagnosing hardware/software issues, deploying equipment, and maintaining service quality while aligning with SLAs and customer satisfaction goals.

Qualifications

• At least one year of Tier II/III desktop hardware/software support.
• General knowledge of Tier III desktop hardware/software support.
• Experience with Windows client OS and Office/Creative Suite.
• Strong IT skills and professional customer service experience.
• Excellent organization and communication with diverse colleagues.

Responsibilities

• Provide IT support for all staff via phone, email, in person, and self-service.
• Diagnose and resolve software/hardware incidents and escalate where needed.
• Record and document requests using the IT service desk system.
• Install and configure new IT equipment and deploy software/hardware.
• Maintain high levels of customer service and effective communication.

Skills

Desktop support

Windows OS

Office software

Customer service

Communication skills

Troubleshooting

Attention to detail

Time management

Professional demeanor

Education

HS/GED

AS / BS in Computer Science or IT

Tools

SCCM

Encryption software

Azure

Microsoft 365

Macs

Dell hardware

Job description

The MIL Corporation seeks a Technical Support Specialist I to support a Federal Government client in Washington, DC. The Technical Support Specialist is the central point of contact for all IT-related incidents and service requests and is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

This position currently requires an on-site schedule. Schedule is subject to change based on company/contract requirements.

Responsibilities

• Provide support for all staff
• Provide services over the phone, through e-mail, in person (for walk-in customers) and self-service
• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications
• Assist users with any logged IT related incident
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• Accurately record, update and document requests using the IT service desk system
• Install and configure new IT equipment
• Resolve incidents and upgrade different types of software and hardware
• Resolve incidents with printers, copiers and scanners
• New hardware and software deployment requests
• Audio-visual requests
• Resolve Critical Service Requests for workstation equipment
• Remove and cleanup malware, isolated viruses and spyware
• Maintain a first-class level of customer service ensuring all customers are treated efficiently and in an appropriate manner
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• Create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Willingness to attend internal training as necessary, to keep up to date with the latest technology and internal system processes
• Participate in the Annual Performance Review process
• Actively support equality and diversity policies of The MIL Corporation and The Federal Government client
• Undertake other duties not specifically stated without altering the nature or level of responsibility

Travel

None

Required Qualifications

• At least one year of previous Tier II / Tier III desktop hardware / software support
• General knowledge of Tier III desktop hardware / software support
• Working knowledge of Microsoft Windows client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
• Excellent IT skills and computer literacy
• Previous experience within a customer service role
• Excellent organizational skills
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing
• Ability to demonstrate practical troubleshooting and problem analysis techniques
• Good attention to detail and ability to show initiative
• Ability to plan and prioritize work load without supervision
• Ability to prioritize, manage and perform under pressure to meet SLAs
• Excellent knowledge of Customer Service best practices
• Willingness to work flexibly and with enthusiasm
• Ability to work in a dynamic, fast-paced environment
• A highly motivated team player with the skills and ability to manage changing priorities

Desired Qualifications

• A+, MCSA, ITIL Foundation Certificate (V2)
• Experience working with the Microsoft System Center Configuration Manager (SCCM), Encryption Software (e.g. McAfee Encryption, Truecrypt, bitlocker)
• Experience working with Azure, Microsoft 365
• Macs iOS
• Dell hardware
• Previous experience working with a Federal Government client

Education

HS/GED required; AS / BS in Computer Science or other relevant Information Technology field preferred

Clearance

Public Trust

Compensation

The MIL Corporation values your contributions and offers a range of benefits to support your overall well-being. We are pleased to offer a comprehensive range of benefits to our full-time employees which include health, life, disability, and retirement plans, as well as paid time off, opportunities for professional growth and tuition assistance. Additional benefits and incentives may also apply, which will be communicated during the hiring process.

For this position, the projected compensation range is $45,000 - $54,240 per year. This estimate represents the typical salary range and is just one part of MIL’s complete compensation package. Final salary for this position is determined based on factors such as individual qualifications, education, experience, and contractual limitations. Learn more on the MIL Careers page.

Why MIL?

The MIL Corporation (MIL) is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology – and we are looking for candidates like you! MIL offers opportunities for professionals at all stages of their careers, from early-career candidates to experienced industry professionals. We are known for a collaborative, people-first culture where employees are supported, valued, and encouraged to grow. This commitment to our people and our work is reflected in the industry and workplace awards MIL has received over the years.

• 2017 - 2025 Top Workplaces Award, Greater Washington Area (The Washington Post)
• 2018 - 2025 Certified Great Workplace, Great Place to Work
  • 2021 - 2025, Best Workplaces in Consulting & Professional Services
  • 2021 Fortune Best Workplaces for Millennials
  • 2018 Fortune, Great Place to Work: Best Place to Work for Diversity
• 2017, 2020 - 2025 Top Workplace Award, South Carolina (Greenville Business Magazine, Columbia Business Monthly, and Charleston Business Magazine)
• 2025 Corporate Partnership Award, Association of Fundraising Professionals, Maryland Chapter
• 2024 Patriot Award,Employer Support of the Guard and Reserve (ESGR), Department of Defense
• 2022 Freedom Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense
• 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense

If your goal is to help the federal government deploy leading technologies, improve financial management, or defend the nation in cyberspace, MIL welcomes you. Become a part of something greater, where you, the people, make the difference.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.