Technology Support Specialist

SNI Companies; Washington, Baltimore (District of Columbia, MD); Hybrid; USD 70,000 - 90,000; Full time

Job summary

SNI Companies seeks a customer-focused Technology Services Analyst to deliver hands-on technical support for end users in Washington, DC. You will serve as a primary contact for technology issues, support hardware, software, and connectivity, and help maintain a seamless technology experience across the organization.

You will work with IT teams to resolve incidents, onboard/offboard employees, deploy devices, and support meetings and collaboration tools.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Minimum of two years of experience supporting end users in a corporate, professional services, or enterprise environment.
• Experience troubleshooting Windows-based systems, desktop applications, printers, mobile devices, and common office technologies.
• Familiarity with incident management, ticketing systems, and customer support best practices.
• Strong communication and interpersonal skills with a customer-service mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and organizational skills.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Willingness to occasionally work flexible schedules based on business needs.

Responsibilities

• Deliver in-person and remote technical support for desktops, laptops, mobile devices, and peripheral equipment.
• Respond to and manage support requests through phone, email, and ticketing platforms, ensuring issues are resolved within established response and resolution targets.
• Troubleshoot system, hardware, software, network, and user access issues while escalating complex problems when necessary.
• Support employee onboarding and offboarding activities, including workstation deployments, account readiness, and equipment retrieval.
• Configure, maintain, and deploy end-user devices, operating systems, applications, drivers, and productivity software.
• Provide setup and support for meetings, conference rooms, video conferencing solutions, and presentation technologies.
• Assist with office technology moves, installations, equipment upgrades, and inventory management.
• Participate in technology testing initiatives, evaluating new hardware, software, and support processes prior to broader deployment.
• Document support activities, resolutions, and technical procedures to improve service delivery and knowledge sharing.
• Collaborate with infrastructure, networking, cybersecurity, and application teams to resolve cross-functional technical issues.
• Ensure compliance with organizational technology standards, policies, and security requirements.
• Support basic networking and infrastructure tasks, including cabling, device installation, and remote hands assistance when required.

Skills

End-user support

Windows troubleshooting

Incident management

Customer service mindset

Multi-tasking

Problem solving

Confidentiality handling

Flexible schedules

Education

Associate degree in IT or related field

Tools

Ticketing systems

ITSM tools

Microsoft 365

Video conferencing systems

Endpoint deployment tools

Job description

We are seeking a customer-focused Technology Services Analyst to provide hands-on technical support for end users while helping maintain a seamless workplace technology experience. This individual will serve as a key point of contact for technology-related issues, contribute to local IT initiatives, and ensure employees receive timely and effective support for hardware, software, and connectivity needs.

Responsibilities

• Deliver in-person and remote technical support for desktops, laptops, mobile devices, and peripheral equipment.
• Respond to and manage support requests through phone, email, and ticketing platforms, ensuring issues are resolved within established response and resolution targets.
• Troubleshoot system, hardware, software, network, and user access issues while escalating complex problems when necessary.
• Support employee onboarding and offboarding activities, including workstation deployments, account readiness, and equipment retrieval.
• Configure, maintain, and deploy end-user devices, operating systems, applications, drivers, and productivity software.
• Provide setup and support for meetings, conference rooms, video conferencing solutions, and presentation technologies.
• Assist with office technology moves, installations, equipment upgrades, and inventory management.
• Participate in technology testing initiatives, evaluating new hardware, software, and support processes prior to broader deployment.
• Document support activities, resolutions, and technical procedures to improve service delivery and knowledge sharing.
• Collaborate with infrastructure, networking, cybersecurity, and application teams to resolve cross-functional technical issues.
• Ensure compliance with organizational technology standards, policies, and security requirements.
• Support basic networking and infrastructure tasks, including cabling, device installation, and remote hands assistance when required.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Minimum of two years of experience supporting end users in a corporate, professional services, or enterprise environment.
• Experience troubleshooting Windows-based systems, desktop applications, printers, mobile devices, and common office technologies.
• Familiarity with incident management, ticketing systems, and customer support best practices.
• Strong communication and interpersonal skills with a customer-service mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and organizational skills.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Willingness to occasionally work flexible schedules based on business needs.

Required Skills

• Experience supporting end users in a corporate, professional services, or enterprise environment.
• Experience troubleshooting Windows-based systems, desktop applications, printers, mobile devices, and common office technologies.
• Familiarity with incident management, ticketing systems, and customer support best practices.
• Strong communication and interpersonal skills with a customer-service mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and organizational skills.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Willingness to occasionally work flexible schedules based on business needs.

Preferred Skills

• Exposure to macOS environments.
• Experience supporting audiovisual and video conferencing technologies.
• Familiarity with enterprise endpoint management and device deployment tools.
• Knowledge of Microsoft 365 applications and related collaboration technologies.
• Experience working within structured IT service management (ITSM) environments.

Success Factors

The ideal candidate is a proactive and service-oriented technology professional who enjoys solving technical problems, building strong relationships with end users, and contributing to a collaborative IT team. They are adaptable, dependable, and committed to delivering a high-quality support experience while continuously learning new technologies.