Job Title: IT Support Technician II (Mid-Level / Senior)

Job Location: Mclean, Virginia

Job Summary

The IT Support Technician II provides advanced technical support to end users, resolving a wide range of hardware, software, and network issues. This role requires prior hands-on IT experience, strong troubleshooting skills, and the ability to independently manage incidents while delivering high-quality customer service. The technician will also support VIP users, contribute to process improvements, and mentor junior team members when needed.

Key Responsibilities:

• Provide Tier 1 and Tier 2 technical support via phone, email, chat, remote tools, and in person
• Troubleshoot and resolve complex hardware and software issues (desktops, laptops, printers, mobile devices)
• Install, configure, and maintain operating systems, applications, and endpoint security tools
• Administer user accounts, permissions, and access (e.g., Active Directory, Microsoft 365)
• Manage and document incidents, service requests, and resolutions in the ticketing system (e.g., ServiceNow)
• Escalate and coordinate resolution of high-priority or complex issues with internal teams or vendors
• Perform system updates, patching, and proactive maintenance across endpoints
• Troubleshoot network connectivity issues (Wi-Fi, VPN, LAN/WAN)
• Support employee onboarding and offboarding, including device provisioning, imaging, asset tracking, and shipping
• Provide white-glove support for executives and VIP users
• Support conference rooms, enterprise meetings, and collaboration tools (audio/video systems)
• Contribute to knowledge base documentation and process improvements
• Assist in training or mentoring junior support staff as needed

Required Skills & Qualifications:

• Must be a self-starter and can work independently
• 3+ years of hands-on IT support experience in a professional environment
• Strong knowledge of computer hardware, operating systems (Windows/macOS), and common enterprise applications
• Experience with Microsoft 365 administration and user support
• Good Understanding of Active Directory, identity/access management, and endpoint management tools
• Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Proven troubleshooting and problem-solving skills with the ability to work independently
• Strong communication and customer service skills, including experience supporting non-technical users

Preferred Qualifications

• Degree in IT, Computer Science, or equivalent hands-on experience
• Certifications such as CompTIA A+, Network+, or Microsoft certifications
• Experience with ticketing systems (e.g., ServiceNow, Jira Service Management)
• Exposure to endpoint management tools (e.g., Intune, DATTO)
• Experience supporting hybrid or cloud-based environments

Working Conditions:

• Onsite in office environment
• May require occasional after-hours or weekend support
• Sitting for extended periods and occasional lifting of equipment
• May require up to 10% travel to other offices & data center

Career Path:

This role can progress to positions such as IT Operations Specialist, Systems Administrator, Network Administrator, or other specialized IT roles.

Key Performance Indicators (KPIs):

• Ticket resolution time (SLA adherence)
• Customer satisfaction (CSAT) scores
• First-call resolution rate
• Quality and accuracy of ticket documentation
• Ability to handle escalations and complex issue resolution

Soft Skills:

• Strong customer focus with patience and professionalism
• Effective time management and organizational skills
• Ability to prioritize and handle multiple tasks in a fast-paced environment
• Proactive mindset with a focus on continuous improvement
• Willingness to learn and adapt to new technologies