Technical Support Specialist

2 weeks ago

Ashburn, Virginia, United States CRC Companies Full time
Job Overview

About CRC Companies
With a legacy spanning a century, we excel in operations management, bringing extensive expertise in the initiation, management, and sustainability of substantial assets over time. Our team is driven by a mission that transcends mere infrastructure, focusing on generating value and enhancing lives through exceptional execution, innovative practices, and a commitment to fostering positive transformations within communities. Our diverse family of nationally recognized firms in real estate, construction, and asset management tackle complex operational challenges and realize ambitious concepts across a wide array of services.

Position Summary

We are in search of a proficient Technical Support Specialist (Level 2) to enhance our IT support team. The ideal candidate will demonstrate advanced diagnostic capabilities, a comprehensive grasp of IT infrastructures, and the aptitude to address intricate technical challenges while ensuring a superior customer experience.

This role will report to the Director of Information Technology and will interact with end-users, internal teams, vendors, and various service providers.

Key Responsibilities

Service Desk Management

  • Deliver advanced technical assistance for hardware, software, and network-related issues;
  • Identify and resolve challenges associated with operating systems, applications, and peripherals;
  • Support end-users in the setup, configuration, and troubleshooting of computers and mobile devices;
  • Oversee and maintain user accounts, permissions, and security configurations;
  • Collaborate with Level 3 support, vendors, and other IT departments for the resolution of complex issues;
  • Document incidents, solutions, and best practices for future reference;
  • Create and update technical documentation, including troubleshooting manuals and FAQs;
  • Share knowledge and best practices with fellow technicians and team members;
  • Conduct training sessions for new hires and less experienced personnel;
  • Provide exceptional customer service to end-users, ensuring a positive support experience;
  • Effectively communicate with users to comprehend their needs and clarify technical solutions;
  • Follow up with users to confirm complete resolution of their issues.

Governance, Risk, Compliance, and Audit (GRCA)

  • Execute periodic compliance tasks as assigned, including providing necessary documentation;
  • Monitor daily IT operations for irregularities, reviewing and recommending process/security enhancements based on findings;
  • Assist the IT Director and CIO with incident management, including assessment, monitoring, and closure.

Required Skills

  • Strong orientation towards customer service;
  • Demonstrated analytical and problem-solving skills;
  • Ability to prioritize and execute tasks effectively in a high-pressure environment;
  • Capability to present ideas in a business-friendly and user-friendly manner;
  • Highly self-motivated and directed;
  • Familiarity with project management best practices;
  • Excellent communication skills (both written and verbal) with the ability to build rapport;
  • Sound technical judgment, independent evaluation, creativity, and discretion in decision-making;
  • Proficient in developing technology/application documentation;
  • Professional demeanor, capable of taking charge when necessary, deferring when appropriate, and possessing a sense of urgency to escalate issues as needed.

Work Environment

  • Ability to sit, stand, or walk for extended periods;
  • Dexterity to operate a computer keyboard, mouse, and other components;
  • Capability to lift and transport moderately heavy objects, such as computers and peripherals;
  • Travel within the region may be required for on-site troubleshooting and repairs;
  • Reliable transportation is necessary.

Education and Experience Requirements

  • High School diploma or equivalent;
  • Minimum of 2 years of experience in an IT support role, with at least one year in a Level 2 or similar capacity;
  • Experience with operating systems, including Windows, macOS, and iOS, along with standard business applications;
  • Knowledge of networking principles, protocols, and troubleshooting tools;
  • Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or equivalent are advantageous.

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