IT Support Specialist

$64,000 - $83,000/Yr

Id.Me - McLean, VA

Full-time - Entry Level

Remote - McLean, VA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

ID.me is seeking an IT Support Specialist / Analyst to join our IT department, responsible for providing technical support to end users and resolving tier 1 and 2 support tickets in a 24-hour environment. This role involves assisting with hardware setup, coordinating new hire equipment, and performing various IT administrative tasks. The ideal candidate will enjoy solving technology and hardware-related problems in a collaborative setting.

Responsibilities

• Provide front-line support to end users on various technical issues.
• Troubleshoot and support Apple hardware, software, and peripherals.
• Answer questions and resolve helpdesk requests in a timely manner.
• Provide friendly customer support for the entire organization while maintaining SLAs.
• Maintain ownership of the support request.
• Log details of the interaction within the support tool.
• Consult with members of the IT team on possible solutions to complex and recurring problems.
• Set up new hire equipment including laptops, monitors, and other accessories.
• Help support user accounts across various internal and external systems.
• Assist in setting up hardware and internal software systems.
• Assist with writing documentation and technical instructions.
• Ensure compliance with IT operating procedures and ensure accuracy in logs.
• Assist with obtaining and replacing equipment if necessary.
• Support existing IT infrastructure.
• Assist with boxing and shipping of equipment.
• Install and configure new IT equipment.
• Other responsibilities as assigned.

Requirements

• 2+ years of experience in a desktop support or IT support role in an enterprise environment
• Exceptional customer service skills and patience is a must
• Experience with different platforms and various operating systems
• Experience diagnosing, debugging and resolving technical issues
• Being a team player who is also willing to ask questions
• Ability to work independently and prioritize tasks
• Ability to pay close attention to detail while performing technical tasks
• Ability to write clear and concise documentation
• Excellent time management, organizational, written, and verbal communication skills
• Experience working with a ticket-based support system
• Ability to move IT equipment weighing up to 25 pounds, occasionally up to 50 pounds

Nice-to-haves

• Remote Desktop support
• Experience supporting multiple OS environments
• Experience supporting common corporate cloud applications
• Experience with MDM and common issues

Benefits

• Comprehensive medical, dental, vision insurance
• Health savings account
• Flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts)
• Basic and voluntary life and AD&D insurance
• 401(k) with company match
• Parental leave
• Unlimited paid time off subject to the terms and conditions of the PTO policy
• 8 company-wide holidays
• Short and long-term disability insurance
• Accident and critical illness insurance
• Referral bonus policy
• Employee assistance program
• Pet insurance
• Travel assistant program
• Wellbeing and childcare discounts
• Benefit advocates
• Learning and development benefit