IT Support Specialist II

About the role

Our client is seeking a customer-focused IT Support Specialist II who enjoys helping others, solving technical problems, and delivering exceptional support experience. While technical aptitude is important, they place equal value on communication skills, professionalism, initiative, and the ability to work effectively as part of a collaborative team. This role serves as the primary IT support resource for its office, which supports approximately 200 onsite users including the CEO. This position is part of an 18-person IT Support team supporting more than 6,000 employees across 25+ offices and hundreds of job sites nationwide. While the primary responsibility is providing onsite Level 1 and Level 2 support for the office, this role also provides remote support to users across the enterprise. Assume 70% Onsite Support (Local Office) and 30% Remote Support (Nationwide User Base). The IT Support Specialist II provides hands-on technical support for end users, desktops, laptops, mobile devices, Microsoft 365 applications, and office technology. This person will own most day-to-day Microsoft 365 administration activities. This position is highly visible and customer-facing, requiring strong interpersonal skills and a service-oriented mindset.

Responsibilities

End User Support

• Provide onsite and remote support for Microsoft Windows, Microsoft 365, mobile devices, printers, meeting room technology, and related hardware/software
• Troubleshoot and resolve desktop, laptop, operating system, application, and connectivity issues
• Respond to incidents and service requests within established service levels
• Escalate complex issues to Infrastructure, Networking, Security, or Engineering teams when appropriate
• Document troubleshooting steps, resolutions, and support activities within the ITSM platform

Endpoint & Device Management

• Deploy, configure, maintain, and support Windows laptops and desktops
• Support Microsoft Intune-managed devices
• Assist with user onboarding, offboarding, workstation deployments, and equipment lifecycle management
• Support mobile devices including iPhone, iPad, and Android devices

Microsoft 365 Administration & Support

Candidates need real hands-on administrative experience. Provide user support and day-to-day administration for:

• Microsoft Outlook
• Microsoft Teams
• OneDrive
• SharePoint Online
• Entra ID (Azure AD)
• Exchange Online

Responsibilities include:

• Troubleshooting user access, authentication, synchronization, and application issues
• Supporting account provisioning, password resets, group membership changes, and common user administration tasks
• Assisting with mailbox, Teams, OneDrive, and SharePoint-related user issues
• Supporting device enrollment and access management processes
• Escalating complex platform administration, architecture, security, and engineering-related issues to Infrastructure or Systems Administration teams as appropriate

Team Collaboration

• Work closely with Help Desk, Infrastructure, Security, Networking, and Engineering teams
• Participate in knowledge sharing, documentation, and continuous improvement initiatives
• Contribute to creating a positive team culture built on accountability, professionalism, and collaboration

Customer Service & Relationship Management

• Serve as a trusted technology partner for employees and business leaders
• Communicate technical concepts in a clear, professional, and non-technical manner
• Set expectations with users regarding issue resolution, timelines, and next steps
• Deliver a high-touch customer support experience while maintaining professionalism during difficult or high-pressure situations

Requirements

• 5+ years of experience in desktop support, service desk, end-user computing, or technical support environments
• Strong customer service orientation and a genuine desire to help users
• Experience providing both onsite and remote support in a geographically dispersed enterprise environment
• Knowledge of Windows 10/11 administration and troubleshooting
• Experience supporting Microsoft 365 applications and services
• Experience providing day-to-day administration and support of Active Directory and Entra ID (Azure AD), including user provisioning, account maintenance, group membership management, access requests, and basic identity troubleshooting
• Experience supporting laptops, desktops, printers, and mobile devices
• Strong analytical and troubleshooting skills
• Excellent verbal and written communication skills
• Demonstrated ability to work independently and manage multiple priorities
• ITIL familiarity
• Experience supporting executive-level or highly visible business users

Preferred Qualifications

• Experience with Microsoft Intune and endpoint management
• Experience with Microsoft Defender and device security solutions
• Apple/macOS support experience

Skills

• Desktop support
• Microsoft 365
• Customer Service
• ITIL
• Troubleshooting
• Executive Support
• Deskside support
• Microsoft 365 administration
• Entra ID administration
• Group management
• User provisioning

Additional Skills & Qualifications

Must be good at following established processes and procedures. The ideal candidate is someone who takes ownership, works well under pressure, genuinely enjoys helping people, and can effectively balance customer service with technical troubleshooting.

Certifications

• CompTIA A+
• Microsoft Fundamentals
• Microsoft Modern Desktop Administrator
• Apple Device Support
• ITIL Foundation

Pay

The pay range for this position is $30.00 - $40.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• 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)

Job Details

This is a Contract position based out of Sterling, VA. Fully onsite position in Sterling, VA. Application deadline: November 3, 2026.