Technical Support Specialist

Location: Washington DC Region
Category: Information Technology
Employment Type: Direct Hire
Contact: itd.dc@hirestrategy.com

Position available in the IT department to provide specialized software and hardware technical support to a diverse range of departments, which includes hardware/software installations and upgrades, problem diagnosis and resolution. Knowledge of MS Windows, Office, and Outlook is required along with excellent customer service skills as well as outstanding oral and written communication skills. The ideal candidate will have experience with Citrix, SCCM as well as support of Mac OS, iOS and telephones. Three to four years' experience assisting computer users and providing technical support for computer hardware and software products and possession of a four-year Bachelor's degree in Computer Science, IT or related field or an equivalent combination of training & experience is required.

Primary Responsibilities:

  • Prior Customer Service experience required
  • Strong communication skills - verbal and written
    Excellent Problem-solving skills
    Ability to multi-task, and work independently in a fast-paced environment
  • Even-tempered, positive and approachable attitude
  • Diplomatic and able to manage stressful situations
  • Team player
  • Three+ years providing superior customer service
  • Experience using some form of IT ticketing software
  • Travel to customer sites to install servers, networking equipment, software, printers and firewalls
  • Troubleshoot technical server, system, networking, desktop and application issues and recommend or perform actions to correct problems


Qualifications:

  • Desktop and laptop installations and upgrades
  • Technical support and troubleshooting
  • Implementation of switches, firewalls, and WIFI equipment
  • Direct End-user remote and on-site support
  • Security implementation, maintenance, monitoring and support (firewalls, anti-malware, intrusion detection, patch management, etc.)
  • Office 365 migrations, deployments and support
  • Time and ticket management required
  • Contribute and maintain company's client documentation database
  • Previous Desktop Support Specialist, Help Desk Analyst, Sr. Help Desk Analyst, IT Support Specialist, Network Engineer Tech, Technical Support Specialist, Network Administrator, Information Technology Specialist, Network Operations Support Specialist experience preferable


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