Logo of Huzzle

Home

Matches

Explore

Manage

IT Support Specialist

image

ICF

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • San Juan

AI generated summary

  • You should have a degree or relevant experience, 5+ years in IT support, troubleshoot Office 365, Windows, Dell/HP/Mac, knowledge of Active Directory, A+/MCP certifications, and excellent communication skills.
  • You will provide technical support for users, troubleshoot software/hardware issues, manage support tickets, perform remote desktop support, and collaborate with teams to resolve problems.

Requirements

  • * Bachelor's degree Business Administration, Computer Science or equivalent (one year of experience may be substituted for each year of experience)
  • * 5+ years of related experience supporting IT operations and working in a call center type environment.
  • * 5+ years of experience troubleshooting Office 365 Cloud Services (OneDrive, SharePoint, Teams, Yammer, Stream, etc.)
  • * Answer calls and remote desktop support using BeyondTrust (Bomgar) experience
  • * Used a formal trouble ticket system such as Microsoft System Center Service Manager, Remedy, or ServiceNow.
  • * Professional experience troubleshooting Microsoft Windows 10 O/S and Microsoft Office Suite including Outlook and Teams.
  • * Experience supporting Dell / HP hardware / Mac
  • * Experience with Active Directory/Exchange management
  • * Multi-Factor Authentication and Intune BYOD.
  • * A+ certification, MCP / MCSA certification
  • * Experience working within an ITIL framework.
  • * Excellent verbal, interpersonal and written communication skill.
  • * Excellent time management skills and the ability to balance multiple assignments and deadlines in a fast-paced environment.
  • * Excellent problem-solving skills, including the ability to elicit valuable information on technical problems from non-technical users to resolve their problems.
  • * Strong attention to details.
  • * The ability to work with all levels of internal staff, as well as outside clients and vendors.
  • * Enthusiasm, a passion for team working and a ‘can do’ attitude.

Responsibilities

  • Provides technical support to the organization's on-site and remote users for computer applications and hardware (e.g., PCs, PC peripherals, network).
  • Provides end-user software troubleshooting and support.
  • Answer incoming support calls by telephone in a call rotation and managing first response to tickets coming into the queue by email and portal.
  • Provides remote desktop support.
  • Installs, configures, and upgrades computer hardware and software.
  • Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems.
  • Answers questions by applying knowledge of computer software, hardware, and procedures.
  • Uses advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Maintains current knowledge of relevant technologies as assigned.
  • Participates in special projects as required.
  • Working hours will be Monday-Friday from 8:00am to 5:00pm or as agreed upon.

FAQs

What is the primary responsibility of the IT Support Specialist?

The primary responsibility of the IT Support Specialist is to provide mid-level analysis and technical support to the ICF employee user community, including support for computer applications and hardware for both on-site and remote users.

What are the working hours for this position?

The working hours for this position are Monday to Friday from 8:00 am to 5:00 pm, or as agreed upon.

What qualifications are required for this role?

A bachelor's degree in Business Administration, Computer Science, or an equivalent field is required, along with 5+ years of related experience supporting IT operations in a call center environment and troubleshooting Office 365 Cloud Services.

What type of experience is preferred for candidates applying for this role?

Preferred experience includes answering calls and providing remote desktop support using BeyondTrust, familiarity with formal trouble ticket systems, and professional experience with Microsoft Windows 10 and the Microsoft Office Suite.

Is there a certification requirement for this position?

While not mandatory, certifications such as A+, MCP, or MCSA are preferred for candidates applying for this position.

Does ICF International provide accommodations for individuals with disabilities?

Yes, ICF International provides reasonable accommodations for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs in all phases of the application and employment process.

How does ICF ensure a fair interview process?

ICF is committed to ensuring a fair and equitable interview process by not permitting the use of artificial intelligence (AI) tools to generate or assist with responses during interviews, maintaining the integrity and authenticity of the interview process.

What is the salary range for this position?

The salary range for this position based on full-time employment is between $41,416.00 and $70,407.00, considering various factors such as work experience, skills, certifications, and geographic location.

What kind of technical support is expected from the IT Support Specialist?

The IT Support Specialist is expected to provide technical support for computer applications and hardware, including software troubleshooting, remote desktop support, and installation/configuration of computer hardware and software.

Is experience with Active Directory and Exchange management required for this position?

While not explicitly required, experience with Active Directory and Exchange management is listed as a preferred skill for candidates applying for this position.

image

ICF

We are not a typical consulting firm and our people are not typical consultants.

Consulting
Industry
5001-10,000
Employees
1969
Founded Year

Mission & Purpose

ICF (NASDAQ:ICFI) is a global consulting and technology services provider with approximately 8,000 professionals focused on making big things possible for our clients. We are business analysts, policy specialists, technologists, researchers, digital strategists, social scientists and creatives.