IT Support Specialist

Talascend is currently seeking an IT Support Specialist for a contract opportunity with our client in Reston, Virginia.

Overview

The Infrastructure Support Specialist will support local IS&T infrastructure and services, including hardware, software, operating systems, video conferencing, network troubleshooting, and printing infrastructure to support internal customers.

Responsibilities

• Responsible for servicing incident and request tasks for deployed infrastructure services to end-users, including moves, adds, and changes. This includes training, problem resolution, hardware, software, and operating system upgrades for end user computing devices (PCs and mobile devices).
• Follow established technology standards, policies, and support processes.
• Help establish and monitor metrics on service delivery and customer satisfaction.
• Provide end-user support for collaboration technologies, including video conferencing, Smart displays like Surface Hubs, and Microsoft Teams.
• Support Local Area Network and Wireless Network.
• Assist with end user requirements related to Active Directory, DHCP, DNS, print, and file services (including Follow Me Print).
• Manage and maintain local assets and configuration items in ServiceNow.
• Perform moves, adds, and changes.
• Participate in special projects as assigned.
• Travel to offices or job sites for short-term project support.
• Provide proactive and timely support to executives and VIPs.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or related field OR 7 years of related IT experience (in lieu of degree).
• 3+ years of experience providing end-user IT support with a proven ability to setup and support hardware, peripheral devices, software, video conferencing, and operating systems.
• 3+ years of experience with incident and request management systems like ServiceNow.
• 3+ years of experience supporting executives and VIPs.
• Demonstrated ability to perform the duties of this position through relevant experience, training, or education.

Preferred Qualifications

• Experience with leadership, project management, and leading small teams.
• Experience with identification, evaluation, prioritization, and resolution of hardware and software incidents and requests.
• Effective communication skills with customers and other departments, within both local and distributed team environments.
• Understanding of basic networking technologies and principles.
• Ability to work in a demanding environment, managing multiple priorities.
• Ability to plan, install, and support off-site meetings and conferences as needed.
• Ability to lift up to 50 lbs.
• A+ certification preferred.