IT User Support Specialist Tier I
On-site · Alexandria, Virginia, United States or Sterling, Virginia, United States
Job Summary
IT User Support Specialist I role provides first-level technical support to staff via phone, email, and chat, diagnosing and resolving basic software/hardware issues, escalating more complex problems, and maintaining incident records. The position requires two years of help desk experience, familiarity with Microsoft 365 (Azure, Intune, Teams), strong communication, the ability to work independently or in a team, and willingness to travel to satellite offices with an on-call rotation that includes nights and weekends. Responsibilities include setting up devices/accounts, basic training for users, managing hardware inventory, and keeping IT documentation up to date. The role is based in Sterling, VA and Alexandria, VA with in-person work expectations and shift hours from 9am-5pm.
Required Qualifications
- Two years help desk experience required
- Microsoft 365 (Azure, Intune, Teams) experience is a plus
- IT certification, or some college is plus
- Strong verbal and written communication skills with a customer-focused mindset
- Basic understanding of computer systems, networks, and common software applications
- Ability to troubleshoot and resolve technical issues in a timely manner
- Excellent problem-solving and critical-thinking skills
- Ability to work independently and as part of a team
- Willingness to learn and stay current with technology trends and products
- Able to travel to all satellite office locations
- On-Call-Duty Rotation that includes nights and weekends
- Respond to staff inquiries via phone, email, and chat, providing first-level technical support
- Troubleshoot and diagnose basic software and hardware issues, guiding users through step-by-step solutions
- Escalate complex issues to higher-level support teams when necessary
- Maintain detailed records of staff interactions, incidents, and resolutions using ticketing system
- Stay up to date on the latest technology and product offerings to provide knowledgeable support
- Collaborate with team members to continuously improve support processes and enhance staff satisfaction
- Setting up and configuring new devices, software, and user accounts
- Assist with basic training for users on company-supported software and applications
- Track and manage hardware inventory
- Maintain and update internal IT documentation
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