IT Support Specialist - Tier II In Reston, VA

IT Support Specialist

ICF International is seeking an IT Support Specialist to work in our Corporate Information Technology (CIT) organization based in Reston, VA. ICF's IT Support Specialists provide mid-level analysis and technical support for the ICF employee user community, including multiple levels of users, management, and technical staff globally.

Responsibilities include:

• Providing technical support to the organization's on-site and remote users for computer applications and hardware (e.g., PCs, PC peripherals, network).
• Providing end-user software troubleshooting and support.
• Answering incoming support calls by telephone in a call rotation and managing first response to tickets coming into the queue by email and portal.
• Providing remote desktop support.
• Installing, configuring, and upgrading computer hardware and software.
• Collaborating with network services, software systems engineering and/or application development in order to restore service and/or identify problems.
• Answering questions by applying knowledge of computer software, hardware, and procedures.
• Using advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Maintaining current knowledge of relevant technologies as assigned.
• Participating in special projects as required.
• Working hours will be Monday-Friday from 9:00 am to 6:00 pm or as agreed upon.

Basic Qualifications

• Bachelor's degree in Business Administration, Computer Science, or equivalent (one year of experience may be substituted for each year of experience).
• 5+ years of related experience supporting IT operations and working in a call center-type environment.
• 5+ years of experience troubleshooting Microsoft 365 Cloud Services (OneDrive, SharePoint, Teams, Engage/Yammer, Stream, etc.).
• Must be a US citizen.

Preferred Skills/Experience

• Answer calls and provide remote desktop support using BeyondTrust (Bomgar) experience.
• Used a formal trouble ticket system such as Microsoft System Center Service Manager, Remedy, or ServiceNow.
• Experience with AI-powered customer service platforms (e.g., Microsoft Copilot, ServiceNow Virtual Agent, Zendesk AI, or similar) and chatbots/virtual agents.
• Professional experience troubleshooting Microsoft Windows 11 O/S and Microsoft Office Suite, including Outlook and Teams.
• Experience supporting Dell/HP hardware/Mac.
• Experience with Active Directory/Exchange management and Azure.
• Multi-Factor Authentication and Intune BYOD.
• A+ certification, MCP/MCSA certification.
• Experience working within an ITIL framework.

Professional Experience

• Excellent verbal, interpersonal, and written communication skills.
• Excellent time management skills and the ability to balance multiple assignments and deadlines in a fast-paced environment.
• Excellent problem-solving skills, including the ability to elicit valuable information on technical problems from non-technical users to resolve their problems.
• Strong attention to details.
• The ability to work with all levels of internal staff, as well as outside clients and vendors.
• Enthusiasm, a passion for teamwork, and a 'can-do' attitude.

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals.

We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.

To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. The use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at Candidateaccommodation@icf.com.

Pay Range: $50,135.00 - $85,229.00 Reston, VA (VA30)