IT Support Specialist - Tier II
IT Support Specialist - Tier II
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$ 50135 - 85229
1 Vacancy
Job Description
ICF International is seeking an IT Support Specialist to work in our Corporate Information Technology (CIT) organization based in Reston VA. ICFs IT Support Specialists provide midlevel analysis and technical support for the ICF employee user community including multiple levels of users management and technical staff globally.
Provides technical support to the organizations onsite and remote users for computer applications and hardware (e.g. PCs PC peripherals network).
Provides enduser software troubleshooting and support.
Answer incoming support calls by telephone in a call rotation and manage first response to tickets coming into the queue by email and portal.
Provides remote desktop support
Installs configures and upgrades computer hardware and software.
Collaborates with network services software systems engineering and/or application development in order to restore service and/or identify problems.
Answers questions by applying knowledge of computer software hardware and procedures.
Uses advanced diagnostic techniques to identify problems investigate causes and recommend solutions.
Maintains current knowledge of relevant technologies as assigned.
Participates in special projects as required.
Working hours will be MondayFriday from 9:00am to 6:00pm or as agreed upon.
Basic Qualifications:
Bachelors degree Business Administration Computer Science or equivalent (one year of experience may be substituted for each year of experience)
5 years of related experience supporting IT operations and working in a call center type environment.
5 years of experience troubleshooting Microsoft 365 Cloud Services (OneDrive SharePoint Teams Engage/Yammer Stream etc.)
Preferred Skills/Experience:
Answer calls and remote desktop support using BeyondTrust (Bomgar) experience
Used a formal trouble ticket system such as Microsoft System Center Service Manager Remedy or ServiceNow.
Experience with AIpowered customer service platforms (e.g. Microsoft Copilot ServiceNow Virtual Agent Zendesk AI or similar) and chatbots/virtual agents.
Professional experience troubleshooting Microsoft Windows 11 O/S and Microsoft Office Suite including Outlook and Teams.
Experience supporting Dell / HP hardware / Mac
Experience with Active Directory/Exchange managementand Azure
MultiFactor Authentication and Intune BYOD.
A certification MCP / MCSA certification
Experience working within an ITIL framework.
Professional Experience:
Excellent verbal interpersonal and written communication skills.
Excellent time management skills and the ability to balance multiple assignments and deadlines in a fastpaced environment.
Excellent problemsolving skills including the ability to elicit valuable information on technical problems from nontechnical users to resolve their problems.
Strong attention to details.
The ability to work with all levels of internal staff as well as outside clients and vendors.
Enthusiasm a passion for teamwork and a can do attitude.
#Indeed
Working at ICF
ICF is a global advisory and technology services provider but were not your typical consultants. We combine unmatched expertise with cuttingedge technology to help clients solve their most complex challenges navigate change and shape the future.We can only solve the worlds toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information please read ourEEOpolicy.
Reasonable Accommodations are available including but not limited to for disabled veterans individuals with disabilities and individuals withsincerely heldreligious beliefs in all phases of the application and employment process. To requestan accommodationplease emailand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentto provide needed reasonable accommodations.
Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.
At ICF we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether inperson or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.
However we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed candidates are instructed to contact us in advance at. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on fulltime employment is:
$50135.00 $85229.00Reston VA (VA30)Required Experience:
Unclear Seniority
Employment Type
Full-Time
