IT Support Specialist-Senior

Summary of Role:
The support will range from simple to complex system issues and may include VIP support requirements. The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes.
· Remote and Deskside Experience troubleshooting hardware and software issues
· Troubleshooting Microsoft Windows with latest Windows OS
· Familiarity with MAC OS
· Installation and configuration of new machines in a Windows environment.
· Smart cards / PIV cards (general knowledge)
· Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client
· Provide Remote Tool Support
· Conference Room / VTC Setups
· Travel to various field sites is required, and reliable and independent transportation will be needed.
Experience:
· Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills.
· Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software. Perform repairs on Apple computer and iOS hardware and software.
· Understanding of the MAC OS Imaging process using JAMF preferred but not required.
· May be assigned to assist in leading small projects and team efforts.
· Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities.
· Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs.
· Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom needed.
· Escalates complex problems to upper-level deskside engineers.
· Escalation point for Junior and Mid-level desk side engineers.
· Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.
· Updates status of queued service requests with the IT service management system.
Responsibilities:
· Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as IT Support Specialist specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
· Must possess a High School Diploma.
· Candidate must be a U.S. citizen and the ability to obtain a public trust
· HDI Technical Support Professional certification required within six (6) months of employment.
· Certifications desirable but not required include A+, Net+, Secure+.
· Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.
· Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.
· Need to be able to work independently and as part of a team.
· Must be reliable and have independent transportation.

Job Title
IT Support specialist

Top Skills Details
IT Support Specialist Senior \*multiple locations DC, TX, WA, IL, GA, MO\*

Labor Category (LCAT) requirements:
- Must possess a High School Diploma.
- Must have a minimum 7 years of IT employment experience
- Must be a W-2, US Citizen with the ability to pass a public trust clearance (can\'t start until they pass the public trust, typically 2-3 months)

Requirements:
• Must have 7 years of employment experience on the resume, and must show both the month and year
• Must have at least completed a high school diploma and must be included on the resume including the name of the institution and graduation year
• Looking for a Tier II/III desktop support professional who is well rounded and is not just doing migrations or doing just service desk. Need to have hands-on hardware troubleshooting support and experience being client facing.
• Looking for someone has experience troubleshooting both Microsoft O365 desktop applications and Google Workspace applications. (DOT is transitioning from M/O365 to Google Workspace for; their emails, documents, video meetings will all be moved to Google Workspace. Gmail, Google Calendar, Google Meet, Google Chat, Google Drive, Google Drive, Google Suite)
• Bonus if they have Google Gemini troubleshooting experience\*
• Currently on Windows 11 – must have experience with Windows 11.

Soft Skills:
• Candidates must have excellent writing skills (proper grammar & spelling) when submitting tickets. This is being heavily monitored by DOT.
• Must have excellent attention to detail and professionalism
• DOT is demanding, and they need to be able to handle challenging customer facing situations.

Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)