IT Support Specialist

Blackwatch International is seeking an IT Support Specialist to provide first-line technical support and help run day-to-day IT operations. This hybrid role in McLean, VA focuses on keeping employees productive through responsive help desk assistance, endpoint management, and Microsoft 365 administration.

The position supports onboarding and offboarding workflows, maintains technology assets and security standards, and partners across teams and departments to support organizational initiatives and special projects.

What You’ll Do

• Deliver first-line technical support for hardware, software, mobile devices, printers, network connectivity, and business applications.
• Handle help desk requests in a timely, professional, and customer-focused manner, maintaining strong communication during issue resolution.
• Diagnose, troubleshoot, and resolve technical issues, or escalate to external vendors and senior IT resources when needed.
• Provide remote and onsite support across multiple office locations.
• Support conference room technology and assist with technology setup for meetings and company events.
• Coordinate with Human Resources and hiring managers to ensure a seamless technology onboarding experience for new employees.
• Prepare and deploy laptops, monitors, mobile devices, peripherals, and required software before employee start dates.
• Configure employee technology, system access, and required business applications for new hires.
• Support offboarding by disabling system access, recovering company equipment, and ensuring compliance with Company security procedures.
• Maintain standardized onboarding/offboarding processes, including documentation and checklists.
• Administer Microsoft 365 across Outlook, Teams, SharePoint, OneDrive, and Office applications.
• Create, modify, and deactivate user accounts using Active Directory and Microsoft Entra ID, plus other business applications.
• Manage security groups, shared mailboxes, distribution lists, and user permissions.
• Assist users with password resets, multi-factor authentication, VPN access, and account recovery.
• Support licensing administration and user access management.
• Configure, deploy, maintain, and troubleshoot company-issued laptops, desktops, docking stations, monitors, printers, and mobile devices.
• Maintain endpoint security through software updates, antivirus management, encryption, and routine maintenance.
• Coordinate equipment repairs, warranty service, and hardware replacements with vendors.
• Keep accurate inventory records for all Company technology assets.
• Install, configure, and maintain operating systems and business software, including workstation imaging, software deployment, system updates, and routine maintenance.
• Support implementation of technology standards, policies, and procedures, and assist with cybersecurity policy and security best practices.
• Assist with endpoint protection, multi-factor authentication, encryption, and other security initiatives; ensure employee access aligns with Company policy.
• Report and help respond to technology or security incidents.
• Develop and maintain IT documentation, user guides, knowledge base articles, and standard operating procedures.
• Provide informal technology training and guidance to support employee adoption and productivity.
• Document recurring technical issues and recommend longer-term solutions.
• Collaborate with Human Resources and teams such as Operations, Finance, Contracts, and other departments for organizational initiatives and special projects.
• Coordinate with external vendors to resolve technology issues and manage service requests.
• Provide general technology support to executive leadership as needed.
• Perform additional duties and special projects as assigned.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline, or equivalent professional experience.
• 2 years or more of experience providing IT support or help desk services.
• Experience supporting Microsoft Windows operating systems and Microsoft 365.
• Experience administering Active Directory and user account management.
• Experience configuring laptops, desktops, printers, and mobile devices.
• Strong technical troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Exceptional customer service and interpersonal skills.
• Strong organizational skills with the ability to prioritize multiple assignments.
• Ability to work independently while maintaining a high level of accountability.
• US Citizenship Required: Yes

Compensation and Location

• Location: McLean, VA (hybrid)
• Salary: USD 60,000 - 125,000 per year

Technologies

• Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Office applications
• Active Directory, Microsoft Entra ID (including Azure AD)
• Microsoft Intune, SharePoint Online
• TCP/IP, DNS, DHCP, VPN technologies
• Endpoint management platforms, IT service management, help desk ticketing systems

Preferred Qualifications

• Experience supporting Microsoft Entra ID (Azure AD).
• Experience with Microsoft Intune or other endpoint management platforms.
• Experience supporting SharePoint Online and Microsoft Teams administration.
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and VPN technologies.
• Experience using IT service management or help desk ticketing systems.
• Experience supporting employees in a government contracting environment.
• CompTIA A+, Network+, Security+, Microsoft, or similar technical certifications.
• Active security clearance or ability to obtain and maintain one.