IT Support Specialist
On-siteFairfax, Virginia, United States
Job Summary
Identify operational bottlenecks, automate repetitive tasks, and propose continuous improvements to prepare the IT department for ongoing company growth. Serve as the primary operational anchor for the help desk, backing Tier 1 during workload spikes, owning Tier 2 issues through full resolution, and engaging with Tier 3 engineers on advanced infrastructure incidents. Diagnose, resolve, and document integration issues between core Microsoft 365 environments and third-party SaaS platforms, while performing administrative tasks in Entra ID, SharePoint, Teams, and OneDrive. Utilize Jira Service Management to triage requests, optimize queues, enforce SLAs, and run analytics to identify root causes. Champion internal documentation by creating SOPs and maintaining self-service KB articles to drive down ticket volume. Actively enforce corporate IT policies, acceptable use guidelines, and security standards aligned with federal contractor compliance frameworks.
Required Qualifications
- 3–5 years of IT help desk / technical support experience (Tier 2 minimum)
- Solid experience administering Microsoft 365, SharePoint online permissions, Teams, and OneDrive for Business
- Hands-on experience with Jira Service Management (JSM) or similar enterprise ticketing systems
- Deeply committed to thorough documentation, skilled in analytical root-cause investigation, and equipped with the interpersonal strengths essential for future leadership roles
Desired Qualifications
- Experience working within a federal contractor or highly regulated environment (NIST, CMMC, ISO, HIPAA)
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