IT Support Specialist

About the Role

In this role, you'll be the first point of contact for end-users who need technical help and the face of IT at our HQ in Herndon, VA. You'll resolve everyday device, account, and app issues, keep our conference rooms and shared spaces running smoothly, and make sure every new hire starts with the access and equipment they need. It's an onsite role, making sure the technology people interact with works as expected.

Responsibilities

• Be the first point of contact for end-users who need technical help, and escalate anything that needs admin or engineering changes.
• Keep end-users updated on the status of their requests.
• Provide walk-up and break-fix support for IT-owned systems at HQ, including conference room, AV, kiosk, and shared-space technology.
• Run new-hire onboarding sessions and ensure new hires have access on day one.
• Coordinate device shipping and returns with our lifecycle vendor.
• Help end-users get the most from tools through one-on-one, small group, and organization-wide training sessions.
• Keep end-user documentation and IT knowledge base current.
• Spot recurring issues in tickets and recommend improvements.

Qualifications

• 1+ year of professional experience in IT support, help desk, or a related role.
• Strong troubleshooting skills with a desire to identify root causes.
• Experience supporting macOS and Windows devices.
• Familiarity with cloud platforms such as Google Workspace, Slack, Zoom, 1Password, and Atlassian products like Confluence and Jira.
• Familiarity with identity platforms such as Okta, including supporting sign-in and MFA issues.
• Familiarity with conference room and shared-space technology, such as Zoom Rooms and Neat devices.
• Understanding of basic networking concepts like VLANs, subnets, and wireless troubleshooting.
• Familiarity with a ticketing system such as Jira Service Management.
• Comfort using AI tools like Claude and Gemini to assist daily tasks.
• Excellent customer service and communication skills.
• Capacity to balance interrupt-driven tasks with planned work.
• An associate's degree or equivalent practical experience.

Preferred Qualifications

• CompTIA A+, CompTIA Network+, or Jamf Certified Associate - Jamf Pro certification.