IT Support Specialist - Senior
About the role
C3EL is seeking a Senior IT Support Specialist to support the mission in Ashburn, VA. This professional will specialize in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment. They will provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, and Windows 11 with strong user interaction skills. Need to be able to work independently and as part of a team. Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software. Perform repairs on Apple computer and iOS hardware and software. Understanding of the MAC OS Imaging process using JAMF preferred but not required. May be assigned to assist in leading small projects and team efforts. Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom needed. Escalates complex problems to upper-level deskside engineers. Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.
Responsibilities
- Provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, and Windows 11.
- Troubleshoot hardware and software issues for simple to complex system issues, including VIP support requirements.
- Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software; perform repairs.
- Installation and configuration of new machines in a Windows environment.
- Work with Smart cards / PIV cards (general knowledge).
- Provide Remote Tool Support and Conference Room / VTC Setups.
- Act as escalation point for Junior and Mid-level desk side engineers; troubleshoot complex issues unresolved by junior/mid-level engineers.
- Update status of queued service requests in the