IT Support Specialist
Posted Updated
Summary
IT Support Specialist at government contractor PCI Federal Services, providing end-user support for Windows 11, Microsoft 365, Entra ID/Intune-managed devices to onsite and remote staff. Day-to-day involves troubleshooting hardware, software, accounts, and connectivity, managing incidents in an ITSM platform, onboarding/offboarding, and endpoint security. Hours: 10am–7pm Central, Mon–Fri.
Location: Huntsville, AL (Preferred) ; Atmore, AL; Washington, DC Metro; or Remote
Position Summary
PCI Federal Services is seeking an IT Support Specialist to provide responsive, professional technology support to employees across the organization. This position troubleshoots and resolves hardware, software, Microsoft 365, account-access, endpoint, mobile-device, and connectivity issues for onsite and remote employees.
The ideal candidate combines strong troubleshooting skills with excellent customer service and takes ownership of issues through resolution or appropriate escalation.
Key Responsibilities
- Provide end-user support for Windows 11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and related business applications.
- Troubleshoot laptops, mobile devices, printers, peripherals, software, TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general connectivity issues.
- Perform routine Microsoft Entra ID user and group administration, account-access support, multifactor authentication troubleshooting, and support of Intune-managed devices.
- Manage incidents and service requests through the IT service management platform, including documentation, prioritization, resolution, and escalation.
- Configure and deploy computers, software, mobile devices, and other end-user technology.
- Support employee onboarding, transferring, and offboarding.
- Support endpoint security technologies, including BitLocker encryption and recovery.
- Maintain accurate IT asset and inventory records.
- Follow documented incident escalation, change-management, and access-control procedures.
- Provide first-level support for approved Microsoft Copilot capabilities.
- Create and maintain user instructions and knowledge-base documentation.
- Identify recurring issues and escalate potential systemic or security concerns.
- Handle company, customer, sensitive organizational information, and Controlled Unclassified Information (CUI) in accordance with established requirements and procedures.
- Participate in technology deployments, upgrades, testing, and other IT initiatives.
- Follow company security, access-control, and data-handling requirements.
- This position is scheduled from 10:00 a.m. to 7:00 p.m. Central Time, Monday through Friday, to provide extended IT support coverage.
Qualifications
- 1+ years of experience in IT support, service desk, desktop support, or a similar technical role.
- Working knowledge of Windows 11 and Microsoft 365.
- Experience troubleshooting hardware, software, authentication, and connectivity issues.
- Strong customer service, communication, troubleshooting, and problem-solving skills.
- Ability to manage multiple priorities, document work clearly, and work independently.
- Ability to obtain and maintain any background investigation, security eligibility, or other access requirements necessary to support assigned contracts.
Preferred
- Experience with Microsoft Entra ID and Intune.
- Experience with SysAid, ServiceNow, or another ITSM platform.
- Experience supporting remote or geographically distributed employees.
- PowerShell or automation experience.
- CompTIA, Microsoft, ITIL, or comparable certification.
- Experience in a government contracting, regulated, or security-conscious environment.
Education
Associate degree in Information Technology or a related field preferred. Relevant professional experience, military technical training, certifications, or an equivalent combination of education and experience may be considered.
Work Requirements
This position may be based in Huntsville (preferred), Atmore, the Washington, DC metropolitan area, or remotely from an approved U.S. location. Occasional travel and hands-on equipment support may be required.