IT Support Specialist

Kforce - Herndon, VA

Full-time

Herndon, VA

Administrative and Support Services

About the position

Kforce has a client seeking an IT Support Specialist in Herndon, VA. The IT Support Specialist will perform day-to-day activities required to provide Tier 2 and Tier 3 support to end users, which consists of 6,000 - 8,000 users. This role involves providing end-user software and hardware troubleshooting and support, either in-person or over the phone. The specialist will apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions. A thorough knowledge of network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP, and DNS within Windows 7 and Windows 10 operating systems, as well as MACs, is essential to resolve customer workstation issues. In addition, the IT Support Specialist will troubleshoot Apple MAC computers, image workstations while safeguarding customer files and profiles, and test laptop and desktop computers. Upgrading end-user computer systems while ensuring no data loss is also a critical responsibility. The specialist will support Microsoft software packages, including Microsoft Office 2010 and other commonly used desktop applications. The role requires the ability to work independently in a customer environment and engage engineers from multiple teams to resolve issues effectively.

Responsibilities

• Provide Tier 2 and Tier 3 support to end users consisting of 6,000 - 8,000 users.
• Perform end-user software and hardware troubleshooting and support in-person or over the phone.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Utilize knowledge of network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP, and DNS to resolve customer workstation issues.
• Troubleshoot Apple MAC computers and imaging workstations while safeguarding customer files and profiles.
• Test laptop and desktop computers and upgrade end-user computer systems ensuring no data loss.
• Support Microsoft software packages including Microsoft Office 2010 and other commonly used desktop applications.
• Work independently in a customer environment and engage engineers from multiple teams.

Requirements

• Bachelor of Computer Science, Information Systems, or related field preferred; Five+ (6) years of equivalent work experience in lieu of education will be considered.
• Experience using IT Service Management software (ServiceNow, Remedy).
• Must have experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users.
• Team player with good communication, organizational, and strong interpersonal skills.
• Able to prioritize and drive to results with a high emphasis on quality.
• Must be oriented to customer service and have the ability to work in front of customers, utilizing remote tools, and through email.
• Excellent communication skills to include written and verbal.
• Ability to lift and move equipment weighing up to 40 pounds.

Benefits

• Medical, dental, and vision insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• 401(k) plan
• Life insurance
• Disability insurance
• Paid time off for salaried personnel
• Paid sick leave for hourly employees on a Service Contract Act project