IT Specialist (Hybrid)

Job Title: IT Specialist (Hybrid)

Location: Washington DC

Duration: 04 Months with possible extension

Job Description:

The Client is seeking an experienced and highly skilled IT Support Specialist with 6 years of hands-on IT support experience to serve as the primary point of contact for technical issues troubleshooting user support endpoint administration and ensuring a smooth day to day technical operation. This role is a great fit for someone who enjoys solving problems mentoring junior technicians owning issues end-to-end and improving processes.

Key responsibilities include but are not limited to;

Technical Support:

• Provide Tier 1 3 support for hardware software network and account issues.

• Diagnose and resolve escalated incidents involving Windows/macOS Microsoft 365 VPN networks and business applications.

• Perform root cause analysis for recurring incidents and develop long-term solutions.

User Assistance & Leadership:

• Deliver professional customer-focused support to end users including executive-level staff.

• Mentor junior staff by providing guidance on troubleshooting documentation and best practices.

• Train users on new technologies tools and upgrades.

• Ensure agency comply with District wide training requirements IT data and telecommunication policies

Endpoint & Device Administration:

• Manage deployment imaging configuration and refresh cycles for laptops and telecommunication devices.

• Administer endpoint management solutions to manage devices in bulk rather than individually.

• Maintain hardware inventory lifecycle planning and warranty tracking.

Networking & Systems:

• Troubleshoot Wi Fi Ethernet VPN DNS DHCP VoIP and printing issues.

• Collaborate with Systems and Network teams including OCTO during incidents and scheduled maintenance.

Case Management System Support:

• Provide IT support for the organizations case management system including access troubleshooting and updates.

• Work with vendors or internal teams to resolve escalated system issues.

Standards Procedures and Governance:

• Ensure IT project life cycles comply with District standards procedures and required documentation.

IT & Telecommunications Support Operations:

• Plan coordinate and monitor daily IT and telecommunication support activities to ensure timely resolution and service quality.

• Prioritize incoming requests track progress and maintain performance

Security & Compliance:

• Support audits asset tracking and inventory and compliance with IT security and operational policies.

Process & Documentation:

• Maintain and improve IT documentation SOPs and knowledge base articles.

• Recommend and implement service improvements and automation opportunities.

Data Migration:

• Plan and execute data migration activities between systems or platforms.

• Validate migrated data and resolve issues related to data transfer or system integration.

Additional Duties:

• Other duties as assigned.

Skills: