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Technical Support Specialist

2 months ago

Washington, Washington, D.C., United States Addison Group Full time
Job Overview

Addison Group is seeking a skilled Tier II-Tier III Technical Support Specialist to join our team in downtown Washington DC. As the first point of contact for all computer hardware and software-related inquiries, this role requires strong communication skills and the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts.

Key Responsibilities:

  • Manage account relationships with our end-user community.
  • Install, configure, maintain, and troubleshoot end-user workstation hardware, software, and peripheral devices.
  • Ensure data integrity by implementing and managing software and hardware solutions.
  • Diagnose hardware and software failures, communicate remediation plans to users, provide status updates, and resolve issues in a timely manner.
  • Provide software support, server administration support, patch management, and general use of computers and peripherals.
  • Work independently, taking senior-level ownership of projects, and coordinate with software developers when necessary.
  • Conduct routine hardware and software audits to ensure compliance with established standards, policies, and configuration guidelines.
  • Maintain scheduled installations, patching, and upgrades in accordance with IT policies and procedures.
  • Proactively manage and maintain server, network, and firewall systems.
  • Mentor and cross-train team members on escalations, existing, and new technologies.
  • Plan ahead for necessary hardware or software upgrades to support system growth.
  • Troubleshoot and proactively monitor IT systems, workstations, and peripherals, software, share drive, file mapping, and various business applications to identify and conduct root cause analysis to determine and correct operational issues.

Requirements:

  • Proficient with Jira Ticketing System.
  • Proficient with Microsoft Active Directory, Intune, Exchange, Windows 10 and 11, Office 365, Outlook, Azure, and Okta.
  • Experience with VPN, Antivirus, MDM, N2WS, and cybersecurity monitoring tools such as Mimecast, Automox, Kandji, Druva, Arctic Wolf, Symantec, and Microsoft Defender.
  • Experience imaging and troubleshooting Mac and PC hardware, 5+ years of server administration.
  • Experience with Zoom Phones and Video Conferencing, Slack, and Confluence.
  • A diverse set of skills to resolve complex and wide-ranging problems.

What We Offer:

  • Competitive salary based on U.S. Bureau of Labor Statistics.
  • Medical, dental, vision insurance benefits, 401K, and monetary bonuses.
  • Permanent employment opportunities.
  • Direct connections with hiring managers from renowned organizations.
  • Multiple employment options near your home.
  • Professional development advice, resume revision, and employment term negotiation.

Addison Group is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.