Senior IT Support Specialist

References: Must provide references for each past job on your resume. Name, Title, Phone, Business Email must be provided.

Location: Washington, DC 20006. This position is located on-site

Job Description

Deliver comprehensive IT help desk and technical support across the Agency's global footprint. This position provides hardware, software, network, cybersecurity, email systems, and equipment logistics support for staff deployed across 50 countries in five functional areas: economic crimes, government debt and infrastructure finance, budget and financial accountability, banking and financial services, and revenue administration. The specialist will ensure compliance with government-wide cybersecurity directives and FISMA reporting requirements while supporting OTA's mission-critical technical assistance programs worldwide.

Qualifications

•      Minimum of 7 – 10 years of experience in IT support/help desk operations

•      Deep understanding of Microsoft 365 hybrid environments, Entra ID (Azure AD), Single Sign-On (SSO), and Multi-Factor Authentication (MFA)

•      Proficiency in Windows 10/11 troubleshooting and device support

•      Skilled in Microsoft 365 administration: Exchange Online, Teams, SharePoint, OneDrive, Groups

•      Experience with Adobe Creative Suite, Power BI, Power Automate, Visio, Planner, Project

•      Experience installing, configuring, and supporting laptop and mobile devices

•      Experience with remote support tools (Remote Desktop, Zoom, Microsoft Teams)

•      Knowledge of cloud security best practices and compliance (FISMA, NIST 800-53, FedRAMP)

•      Experience with governance and information assurance/cybersecurity to ensure compliance with government-wide cybersecurity directives and FISMA compliant reporting

•      Experience with IT service delivery including remote technical support, device troubleshooting, patching, IT asset provisioning, software/hardware maintenance, Audio/Video equipment support

•      Experience with email support, including account creation, updates, deletions, and archiving

•      Experience with IT equipment support, maintenance, repair, and replacement of IT assets

•      Experience supporting cyber hygiene scans and data loss prevention initiatives

•      Experience managing IT inventory and asset tracking systems

•      Strong communication and interpersonal skills

•      Ability to work under deadlines and adapt to changing circumstances

•      Collaborative team spirit, cultural sensitivity, and a strong desire to learn

•      Experience supporting a hybrid work environment that includes support of staff deployed worldwide

Preferred:

•      Prior federal government IT support experience

•      Experience with FISMA compliance, NIST 800-53 controls, and federal cybersecurity frameworks

•      Experience with Department of Defense (DoD) or State Department IT environments

•      Experience supporting international/multinational operations across multiple time zones

Educational Requirements

•      Bachelor's degree in Information Technology, Computer Science, or related field (preferred but not required)

Certifications Required

Highly Preferred:

•      CompTIA A Certification

•      CompTIA Network Certification

•      CompTIA Security Certification (or higher)

•      Microsoft 365 Certified: Administrator Expert

•      Microsoft Certified: Azure Administrator Associate

•      ITIL Foundation v4

Security Clearance

•      Must be eligible to obtain and maintain Moderate Risk Public Trust clearance

•      Candidates will undergo background security investigations and clearance processing

Must be a U.S. Citizen