IT Services - Support Technician

Everforth ECS is seeking an experienced IT Services Support Technician to provide advanced technical support for corporate users, endpoint devices, collaboration platforms, and core IT services. This role serves as a key escalation point for Level I support, resolving complex incidents and service requests while maintaining a high standard of customer service, documentation, and operational accountability.

The successful candidate will have strong hands-on experience supporting Windows endpoints, Microsoft 365, identity and access management, network connectivity, and enterprise endpoint-management and security tools. The position requires sound troubleshooting skills, clear communication, and the ability to work effectively with infrastructure, cybersecurity, applications, and asset-management teams.

Essential Responsibilities

• Provide technical support for employees through ServiceNow, BeyondTrust Support Agent, email, phone, chat, and in-person support channels.
• Troubleshoot and resolve escalated incidents involving Windows devices, Microsoft 365, Outlook, Teams, VPN, printers, mobile devices, conferencing technology, and network connectivity.
• Administer and support user accounts, group memberships, licenses, shared mailboxes, distribution lists, and access requests in accordance with established policies and approval processes.
• Support endpoint provisioning, deployment, replacement, upgrades, and return processes, including asset tracking in ServiceNow.
• Assist with the administration and troubleshooting of Intune, Active Directory, Entra ID, Microsoft 365, Exchange Online, and related endpoint-management platforms.
• Support remote-access and security controls, including VPN, MFA, conditional access, endpoint protection, and device-compliance requirements.
• Escalate complex issues to appropriate infrastructure, cybersecurity, network, application, or vendor support teams; remain accountable for communication and resolution through closure.
• Create and maintain accurate incident notes, knowledge articles, standard operating procedures, and technical documentation.
• Identify recurring issues, recommend process improvements, and contribute to root-cause analysis and service-improvement efforts.
• Participate in IT projects, office moves, onboarding activities, technology refreshes, and after-hours support as needed.
• Maintain professional, timely communication with users and stakeholders while managing multiple priorities in a fast-paced environment.

Required Skills

• Ability to pass background checks comparable to DoD Secret.
• Three or more years of progressively responsible IT service desk, desktop support, or technical support experience.
• Strong experience supporting Windows 10/11, Microsoft 365 applications, Outlook, Teams, and mobile devices.
• Experience with Active Directory, Entra ID, Exchange Online, Microsoft Intune, and ServiceNow or a comparable IT service-management platform.
• Experience troubleshooting hardware, software, printing, wired and wireless networking, VPN, and remote-access issues.
• Working knowledge of endpoint security, MFA, least-privilege access, and standard IT security practices.
• Demonstrated ability to document technical work clearly and consistently.
• Strong customer-service, verbal communication, written communication, and problem-solving skills.
• Ability to prioritize work independently, meet service-level expectations, and manage multiple open requests.

Desired Skills

• A degree in Information Technology, Cybersecurity, Computer Science, or a related field.
• Microsoft certifications such as AB-900, MD-102, AZ-900, SC-900, or equivalent experience.
• CompTIA certifications A+, NET+, SEC+.
• Apple Certified Support Professional.
• Experience supporting enterprise conferencing and meeting-room technologies.
• Familiarity with Jamf Pro, macOS support, endpoint detection and response tools, or secure web gateway technologies.
• Experience working in a regulated, government-adjacent, or compliance-focused environment.
• ITIL Foundation certification or experience operating within ITIL-based service-management practices.

Core Competencies

• Advanced troubleshooting and analytical skills.
• Customer focus and ownership.
• Clear, professional communication.
• Attention to detail and documentation.
• Collaboration across technical teams.
• Sound judgment and ability to handle sensitive information.
• Continuous improvement mindset.

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ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law. Everforth ECS is the federal segment of Everforth , a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.

Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.

We Value

• Attracting and developing top talent and high-performing teams
• Fostering a culture that is engaging, accountable, and mission-driven

Meet the challenge. Make a difference with Everforth ECS!