What are the responsibilities and job description for the IT Support Specialist position at NRI North America?
Through NRI Resource Management Services (RMS), we offer custom talent solutions to help our clients meet their evolving technology and business needs. We help effectively match the right technology professional to their organization, recruiting for contract, contract-to-hire, and direct roles. Our client in Chantilly, VA has an immediate need for a Tier 1 - Tier 2 IT support specialist to join their team. Please note that this is a contract to hire opportunity with our client and NOT with NRI.
Position Overview
Our client is seeking a reliable and motivated Tier 1 / Tier 2 IT Support Specialist to provide day-to-day technical support in a fast-paced, primarily remote user environment. This role is ideal for a proactive, self-starting professional who takes ownership of issues, communicates effectively, and presents themselves with a high level of professionalism.
Work Environment
Position Overview
Our client is seeking a reliable and motivated Tier 1 / Tier 2 IT Support Specialist to provide day-to-day technical support in a fast-paced, primarily remote user environment. This role is ideal for a proactive, self-starting professional who takes ownership of issues, communicates effectively, and presents themselves with a high level of professionalism.
Work Environment
- Hybrid schedule: 3 days onsite / 2 days remote per week
- Support environment with ~90% remote users
- Provide Tier 1 and Tier 2 technical support for end users across a Microsoft-based environment
- Image, configure, and deploy laptops for new hires and replacements
- Troubleshoot hardware, software, and connectivity issues for remote users
- Perform password resets and user account support within Active Directory and Microsoft tools
- Manage and resolve tickets through a third-party ticketing system, ensuring timely updates and resolution
- Deliver excellent customer service and clear communication to end users
- Support Microsoft technologies including Windows OS, Office 365, and related tools
- Assist with onboarding/offboarding processes for employees
- Participate in occasional IT projects such as system upgrades, device rollouts, and process improvements
- Maintain accurate documentation of issues, resolutions, and procedures
- 2–5 years of experience in IT support (Tier 1 / Tier 2 environment)
- Strong experience in a Microsoft-centric environment (Windows, Office 365, Active Directory)
- Experience supporting a remote workforce preferred
- Familiarity with ticketing systems (experience with ManageEngine is a plus)
- Hands-on experience with laptop imaging and deployment
- Solid troubleshooting and problem-solving skills
- Reliable, dependable, and accountable
- Self-starter with a proactive mindset
- Strong communication and interpersonal skills
- Professional demeanor with impeccable presentation skills
- Ability to manage multiple priorities and work independently
- Experience with ManageEngine or similar IT service management tools
- Exposure to basic networking concepts