Information Technology Support Specialist

Position Overview

We are seeking a skilled and customer-focused Helpdesk Administrator to manage and support day-to-day IT helpdesk operations. This role is critical in ensuring reliable technology services for end users by providing timely, professional, and effective technical support. The ideal candidate will have hands-on experience supporting Windows-based environments, Office 365, printers, and basic networking, along with the ability to travel within the DC metro area to provide on-site support when required.

This position requires strong troubleshooting skills, excellent communication abilities, and a proactive mindset to identify, resolve, and prevent IT issues. A reliable vehicle and willingness to travel between multiple locations are essential.

Key Responsibilities

Helpdesk & End-User Support

• Serve as the primary point of contact for IT support requests via phone, email, ticketing system, and in person
• Manage daily helpdesk operations, including ticket intake, prioritization, assignment, and resolution
• Provide timely technical support to end users while maintaining a high level of customer service
• Follow established IT policies, procedures, and service-level agreements (SLAs)

Windows & Desktop Support

• Install, configure, maintain, and troubleshoot Windows operating systems (Windows 10/11)
• Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices
• Perform workstation setups, upgrades, patches, and replacements as needed

Office 365 Administration & Support

• Support Office 365 applications including Outlook, Teams, OneDrive, SharePoint, and Word/Excel
• Assist with user account setup, password resets, mailbox issues, and license management
• Troubleshoot email, collaboration, and cloud-based file access issues

Networking & Connectivity

• Troubleshoot basic networking issues including LAN/WAN connectivity, Wi-Fi access, VPN connections, and IP configuration
• Work with network equipment such as switches, routers, and access points at a basic support level
• Escalate advanced networking issues to senior IT staff or vendors when necessary

Printer & Peripheral Support

• Install, configure, and troubleshoot network and local printers
• Diagnose issues related to print queues, drivers, connectivity, and hardware failures
• Support additional peripherals such as scanners, docking stations, monitors, and mobile devices

Documentation & Process Improvement

• Document incidents, resolutions, and troubleshooting steps in the ticketing system
• Maintain and update IT documentation, FAQs, and standard operating procedures
• Identify recurring issues and recommend improvements to systems, processes, or user training

On-Site & Field Support

• Travel to other office locations within the DC metro area to provide hands-on technical support
• Coordinate on-site visits, equipment deployments, and system upgrades
• Ensure consistent IT service delivery across multiple locations

Required Qualifications

• Proven experience in a Helpdesk Administrator, Helpdesk Technician, or IT Support role
• Strong working knowledge of Windows operating systems
• Hands-on experience supporting Office 365 environments
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• Experience troubleshooting printers, hardware, and peripherals
• Excellent verbal and written communication skills
• Strong organizational and time-management abilities
• Ability to work independently and collaboratively in a team environment

Additional Requirements

• Valid driver’s license and reliable personal vehicle
• Willingness and ability to travel within the Washington, DC metro area
• Ability to lift and move IT equipment as required (desktops, printers, monitors)

Preferred Qualifications

• IT certifications such as CompTIA A , Network , or Microsoft certifications
• Experience with IT ticketing systems and remote support tools
• Familiarity with Active Directory and basic user administration
• Prior experience supporting multiple locations or field-based IT environments