IT Support Specialist

Trustar Bank is seeking an experienced IT Support Specialist to support end users and primarily resolve escalated Tier 1 service desk tickets. This onsite role in McLean, VA focuses on troubleshooting and administration across endpoints, connectivity, virtual environments, and Microsoft 365 services.

Location

McLean, VA (onsite)

Compensation

USD 80,000 per year

Role Summary

In this position, you will address escalated Tier 1 service desk requests and manage service tickets, including coordination with third-party vendors when required. You will troubleshoot hardware, software, network, and application issues, and provide support for Windows devices, peripherals, virtual apps and desktops, and M365 services.

Key Responsibilities

• Resolve escalated Tier 1 service desk tickets.
• Open and manage service tickets with 3rd party vendors.
• Troubleshoot hardware, software, network, and application issues.
• Support Windows laptops, desktops, and mobile devices.
• Manage printers, scanners, docking stations, and peripherals.
• Monitor and manage disk space utilization across virtual machines, proactively identify capacity issues, and implement corrective actions to maintain system performance and availability.
• Support remote users and branch locations.
• Provide administration and support for Citrix Virtual Apps and Desktops, including troubleshooting escalated issues related to user access, performance, and connectivity.
• Troubleshoot M365 Office suite issues including Outlook, Teams, OneDrive, and SharePoint.
• Manage mailbox permissions and distribution groups.
• Support MFA and password resets.
• Assist with Microsoft Entra ID (Azure AD) administration.
• Enroll and manage mobile devices.
• Monitor endpoint compliance and investigate endpoint security alerts.
• Support antivirus and EDR platforms.
• Troubleshoot LAN/WAN connectivity issues, including VPN access and remote connectivity.
• Diagnose DNS, DHCP, and TCP/IP problems.
• Support onboarding and offboarding processes, including new accounts and equipment.
• Maintain user access controls.
• Administer and maintain endpoint management platforms including ManageEngine Endpoint Central and Microsoft Intune.
• Maintain accurate asset tracking and inventory records within IT Asset Management (ITAM) and the Configuration Management Database (CMDB).
• Track asset lifecycle activities including procurement, deployment, relocation, maintenance, replacement, and disposal.
• Deploy Microsoft Patch Tuesday updates to workstations and servers following change management procedures, monitor compliance, and remediate failed installations.
• Coordinate emergency and out-of-band security patch deployments.
• Maintain endpoint security baselines and system configurations.
• Support and troubleshoot SharePoint provisioning, access management, and role-based security administration, including service requests and performance issues in accordance with established SLAs.
• Support enterprise mobile device management through Microsoft Intune, troubleshooting escalated mobile device issues involving enrollment, policy application, compliance, application deployment, and device connectivity.
• Perform other duties as assigned.

Required Education

Bachelor’s Degree in Information Technology or related field

Required Experience

• Five (5) or more years of experience in IT in a corporate environment.

Required Skills and Qualifications

• Technical proficiency in Citrix virtual desktop environments, Windows Server 2008, Windows Server 2010, Exchange Server 2010, and VoIP telephone systems.
• Experience with PC and peripheral installation and repairs.
• Knowledge of Active Directory and Group Policies, with familiarity with Citrix virtual desktop environments.
• Thorough understanding of building systems.
• Knowledge of Microsoft Office applications, Office 365, Remote Desktop, Ethernet, Adobe, and Acrobat.
• Good interpersonal skills and the ability to prioritize multiple tasks.
• Ability to work independently and rely on experience and judgment to plan and accomplish goals.
• Excellent written and verbal communication.
• Proficiency in MS Office (Word and Excel).

Technologies

• Citrix Virtual Apps and Desktops
• Windows Server 2008, Windows Server 2010
• Exchange Server 2010
• VoIP telephone systems
• Active Directory, Group Policies
• Microsoft Office applications; Office 365; M365 Office suite
• Outlook, Teams, OneDrive, SharePoint
• Remote Desktop; Ethernet
• Adobe; Acrobat
• Microsoft Entra ID (Azure AD); MFA
• Microsoft Patch Tuesday; DNS, DHCP, TCP/IP
• VPN
• ManageEngine Endpoint Central; Microsoft Intune
• IT Asset Management (ITAM); Configuration Management Database (CMDB)
• Endpoint management platforms; antivirus; EDR
• Endpoint compliance; mobile device management platforms
• Disk space utilization across virtual machines

Benefits

• NO Deductible health care plan
• a strong 401(k) with discretionary company match
• LifeLock premier for all employees
• a generous PTO plan