Desktop Support Specialist
About The Position
Our customer is seeking a Desktop Support Specialist for the Dulles office, supporting 150–200 onsite users (including executives) and providing additional remote support to the broader enterprise. This position is part of a national IT team and handles both Level 1 and Level 2 support. Approximately 60% onsite support and 40% remote support. This role demands someone who can work independently, remain productive without close supervision, and communicate effectively in a remote environment. Most importantly, they’re looking for someone trustworthy, driven, and eager to do the job right while taking initiative.
Requirements
- Hands-on support experience with: o Windows 10/11, Entra ID–joined devices o Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint) o Intune for device management o Defender for Endpoint
- Strong general troubleshooting and remote support capabilities.
- Understanding of ITIL processes (incident, change, lifecycle).
- Knowledge of DNS/DHCP basics and network connectivity troubleshooting.
- Ability to monitor desktop environment performance and health.
- Demonstrates a strong sense of urgency on figuring out where technical support gaps are taking initiative to improve.
- Strong interpersonal skills at all levels and ability apply skills and techniques to solve problems
- Excellent teamwork/collaboration skills.
- Ability to establish and maintain a high level of user trust and confidence and the ability to manage client expectations.
- Strong writing and speaking skills to explain technical solutions to both technical and non-technical individuals.
- Ability to work with minimal direction - no manager looking over your shoulder
- Must be good at following established processes and procedures. This is an engineering company so everyone is detail oriented.
Responsibilities
- Provide Level 1 & 2 support for local and remote users.
- Troubleshoot Windows 11, M365 apps, connectivity, and endpoint issues.
- Handle walk up, phone, chat, and email support requests.
- Document tickets and escalate when needed.
- Act as a technical liaison for end user computing issues.
- Train users on hardware and software when needed.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
