IT Support Specialist

Job Description

Job Description

IT Support Specialist – Key Responsibilities & Skills

• Provide daily hardware, software, and network support for domestic and international staff.

• Deliver remote troubleshooting for laptops, mobile devices, conferencing equipment, and enterprise applications.

• Diagnose and resolve issues with Windows devices, Microsoft 365 apps, and end-user technology.

• Manage Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Groups.

• Support and troubleshoot hybrid M365 environments, Entra ID (Azure AD), SSO, and MFA configurations.

• Administer Adobe tools, Power BI, Power Automate, Visio, Planner, and MS Project.

• Ensure compliance with federal cybersecurity policies, FISMA, cyber hygiene scans, and data loss prevention (DLP).

• Assist in governance, information assurance, and security best practices for cloud and on-premises environments.

• Provision, configure, maintain, and replace IT equipment and peripherals.

• Maintain accurate inventories of laptops, mobile devices, and other technology assets.

• Manage email account lifecycle—creation, modification, archiving, and deletion.

• Support audio/visual equipment for meetings, trainings, and remote collaboration.

• Utilize remote support tools (RDP, Zoom, Teams) to assist globally deployed staff.

Required Technical Skills

• Strong understanding of M365 hybrid environments, Entra ID (Azure AD), SSO, and MFA.

• Proficient in Windows OS troubleshooting and device management.

• Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).

• Familiarity with Adobe tools and Microsoft Power Platform (Power BI, Power Automate).

• Skilled in installing, configuring, and supporting laptops, tablets, and mobile devices.

• Experience with remote support tools including RDP, Zoom, and Microsoft Teams.

• Knowledge of cloud security compliance and IT governance best practices.

Professional Qualifications

• 7+ years of IT support or help desk experience.

• Experience supporting hybrid or globally distributed teams.

• Strong communication, customer service, and problem-solving skills.

• Ability to manage deadlines and adapt to shifting priorities.

• Positive, collaborative team player with cultural awareness.

Education & Certifications

• Bachelor’s degree in Information Technology or related field (preferred).

• Certifications such as CompTIA, Microsoft, or ITIL (preferred).

• Eligible for Public Trust security clearance.

• U.S. citizen (required for PSC positions).