Job Description
Job Description
Summary:
- IT Operations Support Specialist is responsible for delivering timely, high-quality technical support to end users across the organization. This role supports the deployment, maintenance, and troubleshooting of end-user hardware, software applications, and basic network connectivity issues. The position works closely with the Director of IT Services and collaborates with the broader Technical Resources team to ensure reliable, efficient, and user-focused IT services.
Essential Functions
- Provide timely, professional, and high-quality technical support to all end users.
- Perform user account setup, maintenance, and access management using Windows Active Directory, Microsoft Entra ID, Microsoft 365, and other business applications.
- Deliver Tier 1 and Tier 2 support for hardware, software, networking, connectivity, mobile devices, antivirus, and printing issues.
- Diagnose, triage, document, and resolve Help Desk tickets in accordance with established service standards.
- Build, deploy, migrate, and maintain end-user computers and related peripherals.
- Conduct new hire technology onboarding, training, and orientation.
- Research technical issues and user questions, documenting solutions and knowledge articles clearly and accurately.
- Recommend, implement, and support process improvements to enhance service delivery and operational efficiency.
- Create, maintain, and continuously improve technical documentation, procedures, and end-user guides.
- Participate in and support the successful completion of IT projects and initiatives.
- Provides support for Power BI reports, CRM / ERP systems.
- Perform other duties as assigned.
Position Expectations
- This is a full-time hybrid position (40 hours per week) requiring on-site presence in the Washington, DC office.
- Occasional travel to remote locations is required to provide on-site support and assist with project work.
Required Competencies
- Hands-on experience supporting end-user hardware, including desktops, laptops, and related devices.
- Strong working knowledge of Microsoft Windows desktop operating systems.
- Solid understanding of basic networking principles and foundational IT security concepts.
- Familiarity with Microsoft Intune and Windows Autopilot is highly desirable.
- Proficiency in supporting Microsoft 365 and all supported versions of Microsoft Office.
- Experience providing end-user support using remote access and remote control tools.
- Excellent interpersonal and customer service skills.
- Effective verbal and written communication skills.
- Demonstrated interest in continuous learning and professional development within IT.
- Strong time management and organizational skills, with the ability to manage multiple priorities.
- Ability to work independently, exercise sound judgment, and manage responsibilities with minimal supervision.
- Strategic Alignment – Consistently makes decisions and takes actions that support the organization’s mission, vision, and long-term goals.
- Adaptability & Growth – Embraces feedback, change, and continuous learning to improve performance and outcomes.
- Collaboration – Builds strong working relationships by listening actively, anticipating needs, and supporting the success of others.
- Communication – Shares information clearly and respectfully, ensuring timeliness and context to promote understanding.
- Integrity & Trust – Demonstrates honesty, accountability, and fairness to foster confidence and belonging across the organization.
Education & Experience:
- High School diploma/GED and at least 3 years of IT experience or equivalent combination of education and experience.
- MS Windows 11 experience required.
- A+, Network+, or similar hardware background preferred.
- Power BI scripting preferred
- Knowledge of SQL Database preferred
Base Pay: $75,000 - $85,000 + company incentive
Benefits:
- You will be eligible to participate in the benefit programs offered to all full-time employees working at least 30 hours per week. Health benefits include - medical/dental/vision, health savings account, life, short-term and long-term disability insurance, dependent care flex spending, and employee assistance program. In addition - PTO, paid holidays, paid parental leave for eligible employees, 401(k) match, Employee Stock Ownership Plan (ESOP), and other perks & benefits.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this role, the employee is regularly required to sit, stand, walk, use hands and fingers to operate equipment or technology, and communicate verbally and in writing. The employee may occasionally be required to bend, reach, lift, or move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. Ability to perform the essential functions of the job with or without reasonable accommodation.
Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This role typically operates in an office and/or warehouse setting with moderate noise levels and temperature-controlled environment. Ability to perform the essential functions of the job with or without reasonable accommodation.
Travel:
Occasional regional travel to our offices located in Baltimore, DC, Richmond, Charlottesville, Roanoke, and Virginia Beach.
***All MOI hires are contingent upon successfully passing a background check and drug screen.***