Tech Support

About the role

This Tech Support role provides comprehensive phone and on‑site technical support to users in a branch office environment. The position serves as the first line of support for Help Desk calls, manages service and user change requests in a custom tracking system, and supports a range of IT systems including the company intranet, custom databases, and end‑user hardware and software. The role requires strong troubleshooting abilities, meticulous documentation to meet IT compliance requirements, and a customer‑focused approach to leveraging technology across the organization.

Responsibilities

• Provide phone and on‑site technical support to all computer users in the branch office.
• Serve as the first line of technical support for all Help Desk calls and tickets.
• Track, enter, and update the status of all Computer Service Requests and Computer User Change Requests in the custom tracking system.
• Support and maintain the company intranet site, ensuring reliability and usability for end users.
• Assist in overseeing custom database projects, including coordination and basic technical support.
• Order IT supplies and equipment as directed, ensuring timely availability for the organization.
• Install, configure, or change equipment such as computers, printers, disk drives, and related hardware to meet organizational needs.
• Create, modify, and terminate user accounts in relevant systems and directories.
• Perform and/or oversee software and application installations and upgrades across the organization.
• Add or upgrade hardware components and peripherals as requested by internal stakeholders.
• Maintain and administer Active Directory, including user and group management and related configurations.
• Troubleshoot and resolve issues across all information systems in the organization, including operating systems, applications, and network‑connected devices.
• Provide rigorous documentation for all tracking and reporting activities relevant to IT compliance requirements.
• Utilize Help Desk ticketing software to manage incidents, requests, and problem resolution in an organized and timely manner.
• Support and configure Microsoft 365 applications and services, including Intune, Teams, SharePoint, and Azure AD.
• Assist with mobile device management for Android and iOS devices using enterprise MDM tools.
• Manage high‑priority projects from start to completion, documenting all steps and ensuring clear communication with stakeholders.
• Explain complex IT concepts in simple, understandable terms to non‑technical users.
• Assist in training end users to leverage technology effectively and foster a self‑sufficient, tech‑enabled culture.

Essential Skills

• Approximately 3+ years of customer service experience in a technology‑assisted environment (preferred).
• Clear and effective communication with peers, leadership, members, contractors, and vendors.
• Proficiency with Microsoft 365 applications and services (Word, Excel, Outlook, Teams, SharePoint, etc.).
• Strong understanding of Windows 11 installation, configuration, and troubleshooting.
• Working knowledge of network devices and basic network troubleshooting.
• Experience supporting and managing mobile devices (Android and iOS) using enterprise MDM solutions.
• Ability to diagnose and resolve basic technical issues across hardware, software, and network environments.
• Understanding of core networking concepts: DNS, DHCP, email protocols, HTTP, SSL, OSI model, TCP/IP.
• Ability to explain complex IT and networking concepts in simple, user‑friendly terms.
• Capability to manage high‑priority projects with thorough documentation from initiation through completion.
• Motivation and initiative to work independently with minimal follow‑up while maintaining high‑quality support and service.

Additional Skills & Qualifications

• Hands‑on experience with Active Directory administration and maintenance.
• Familiarity with Adobe Creative Cloud products in a support capacity.
• Experience with Bluebeam Revu eXtreme, including deployment and support through Intune or similar tools.
• Use of Help Desk ticketing software such as Cherwell, Zendesk, or ServiceNow.
• Exposure to Endpoint Detection and Response (EDR) solutions (e.g., Cortex XDR, Symantec, Palo Alto).
• Experience supporting Trimble Accubid estimating and change order software.
• Ability to create and maintain Smartsheet reports or similar reporting tools.
• Working knowledge of DNS, DHCP, and HTTP for troubleshooting and configuration.
• Experience leveraging technology to improve organizational efficiency and training end users to become more self‑sufficient.

Work Environment

This position is fully onsite, with work performed five days per week in a branch office setting in Sterling, VA. The environment emphasizes a strong, family‑like culture with positive energy and collaboration. The role involves both desk‑based work and occasional hands‑on hardware tasks such as installing or upgrading equipment.

Job Type & Location

Contract‑to‑Hire position based out of Sterling, VA. The role is fully onsite.

Pay

The pay range for this position is $26.44 – $31.25 per hour. Individual compensation within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent factors.

Benefits

• Medical, dental & vision coverage
• Critical Illness, Accident, and Hospital insurance
• 401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
• Life Insurance (voluntary life & AD&D for 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)

Application Deadline

Anticipated closing date: September 25, 2026.