6 years IT Specialist with ITIL cert

Job Description

Job DescriptionRole: IT Specialist
Client: DC Government
Location: Washington, DC
Job Description:

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 daytoday 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 13 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 WiFi, 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.