IT Support Specialist

2 weeks ago

Washington, Washington, D.C., United States iTrust Human Capital Management Full time
Become a Part of Our IT Support Team

Are you a proactive and customer-focused professional eager to contribute to a vibrant IT support environment? iTrust Human Capital Management is on the lookout for Help Desk Support Specialists to deliver technical assistance across three distinct support tiers. If you are committed to effective problem-solving and ensuring high levels of user satisfaction, we invite you to explore this opportunity.


Key Responsibilities:
Tier I Support:
  • Act as the initial contact for all IT-related inquiries.
  • Deliver fundamental technical support for hardware, software, and network issues.
  • Troubleshoot operating systems, applications, and peripheral devices.
  • Document and monitor support requests.
  • Conduct basic account management activities.
  • Refer complex issues to Tier II or Tier III support.
Tier II Support:
  • Address escalated issues that require advanced knowledge.
  • Provide comprehensive troubleshooting for hardware, software, and network challenges.
  • Manage desktop and laptop configurations.
  • Assist with software installations and updates.
  • Contribute to the creation of technical documentation.
Tier III Support:
  • Resolve intricate IT challenges.
  • Offer expert-level assistance for enterprise applications and infrastructure.
  • Investigate root causes of recurring issues.
  • Implement organization-wide changes and upgrades.
  • Collaborate with vendors for technical support.
  • Guide and mentor support staff.
General Responsibilities:
  • Uphold high standards of customer service.
  • Comply with IT security protocols.
  • Participate in on-call support rotations.
  • Engage in IT support process enhancements.
  • Stay informed about industry developments.
Qualifications:
Tier I:
  • Associate's degree in IT or a related discipline.
  • 0-2 years of experience in IT support.
  • Basic knowledge of computer hardware, software, and networks.
  • Strong customer service and communication skills.
  • ITIL Foundation certification is a plus.
Tier II:
  • Bachelor's degree in IT or a related field.
  • 2-5 years of experience in IT support.
  • In-depth understanding of operating systems, applications, and networking.
  • Experience with remote support tools.
  • CompTIA certifications are advantageous.
Tier III:
  • Bachelor's degree in IT or a related field.
  • 5+ years of experience in IT support.
  • Expert-level knowledge of enterprise IT systems.
  • Experience in system administration and network management.
  • ITIL certifications are preferred.
Essential Skills:
  • Strong analytical and problem-solving abilities.
  • Excellent communication skills.
  • Effective collaboration within a team.
  • Time management and prioritization skills.
  • Ability to articulate technical concepts clearly.
  • Quick adaptability to new information.

About iTrust Human Capital Management:
iTrust Human Capital Management is dedicated to fostering diversity and equal opportunity. Join us in a collaborative and innovative workplace where your expertise is recognized and nurtured.

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