IT Support Specialist - Tier II in Reston, VA

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 mid-level 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 on-site and remote users for computer applications and hardware (e.g. PCs PC peripherals network).

• Provides end-user 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 Monday-Friday from 9:00 am to 6:00 pm or as agreed upon.

Basic Qualifications:

• Bachelors degree in 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.)

• Must be a US citizen

Preferred Skills/Experience:

• Answer calls and provide 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 AI-powered 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

• Multi-Factor 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 fast-paced environment.

• Excellent problem-solving skills including the ability to elicit valuable information on technical problems from non-technical 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.

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Working at ICF

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 full-time employment is: