IT Support Specialist

Job Type

Full-time

Location

DC US (Primary)

Job Description

Prime Source is seeking an IT Support Specialist to provide comprehensive technical support to end users, ranging from front-line assistance to advanced troubleshooting and system configuration. This role ensures reliable IT operations across the organization by resolving incidents, fulfilling service requests, and supporting enterprise technologies.

Key Responsibilities:

• Serve as a primary point of contact for IT support via phone, email, ticketing system, and in person.
• Troubleshoot and resolve hardware, software, and network issues at both basic and advanced levels.
• Assist users with account access, password resets, MFA issues, and general identity-management tasks.
• Perform workstation setup, imaging, deployment, and peripheral configuration.
• Support enterprise applications and departmental systems, including specialized tools.
• Conduct root-cause analysis and implement long-term solutions for recurring problems.
• Document all interactions and technical procedures accurately in the ticketing system.
• Escalate issues appropriately and collaborate with system administrators, infrastructure teams, and vendors.
• Manage user accounts, security groups, file permissions, and access requests.
• Provide guidance, mentorship, and knowledge-sharing to support staff.
• Assist with system upgrades, patching, deployments, and workstation lifecycle management.
• Educate users on IT policies, procedures, and best practices.

Job Requirements

Qualifications & Expertise:

• High school diploma or equivalent; associate degree or higher in an IT-related field preferred.
• 1–4 years of experience in IT support, service desk operations, or system troubleshooting.
• Working knowledge of Windows OS, MacOS, Microsoft 365, Active Directory, and basic networking.
• Experience supporting mobile devices (iOS and Android), including enterprise management profiles.
• Proficiency with Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, Excel, Word, and related tools.
• Familiarity with basic cybersecurity practices such as MFA, endpoint protection, and secure data handling.
• Ability to diagnose and resolve both basic and complex technical issues across multiple operating systems.
• Ability to follow ITIL best practices for incident, problem, and change management.
• Strong communication, customer service, and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Ability to lift, move, and install computer hardware weighing up to 25–40 lbs.

Preferred Qualifications:

• Industry certifications such as CompTIA A+, Network+, Security+, ITF+, or Microsoft certifications.
• Experience with ServiceNow, Remedy, and Jira ticketing systems.
• Familiarity with enterprise tools such as Intune, Azure AD, and virtualization platforms.
• Experience configuring or troubleshooting VPN, remote access tools, and network authentication.
• Knowledge of networking fundamentals such as DHCP, DNS, VLANs, and firewall rules.
• Experience in asset management, inventory tracking, and equipment lifecycle management.
• Experience in government, public works, or transportation IT environments.

FRAUD ALERT:

Please be aware that Prime Source Technologies (PST) will never request a chat-based interview or solicit any form of payment from applicants or employees during the hiring process. We do not require fees, deposits, or personal financial information at any stage. All legitimate communication from recruiters or hiring staff will come from a @primesource.com email address. If you have any concerns about the authenticity of a PST job posting or communication, please contact us at [email protected].

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment.