Technical Support Specialist

Zeno Power is hiring a Technical Support Specialist (Contractor) to support 24x7 technology systems operations as the first contact for incidents and service requests.

Responsibilities

• Act as the first point of contact for walk-up, Teams, email, and ticket-based support requests.
• Triage, prioritize, and resolve common issues or escalate to the TSE using defined procedures.
• Complete onboarding and offboarding checklists, including device setup and handoff, hardware reclaim, device wipe/return, and license assignment/reclaim.
• Troubleshoot Microsoft 365 GCC High applications (Outlook, Teams, OneDrive, SharePoint, Office) across Windows and macOS.
• Support endpoints and peripherals, including docks, monitors, and other related equipment, plus iOS and Android devices.
• Verify devices are enrolled and compliant, encrypted, current on updates, and that approved software from the Company Portal is available.
• Escalate non-standard software and endpoint patching or vulnerability remediation to the TSE.
• Maintain accurate hardware asset records and coordinate RMAs and warranty repairs with vendors.
• Set up and support conference room technology (Teams Rooms, displays, cameras, and audio).
• Support printing services and related equipment.
• Verify identity before account changes and report suspected phishing, lost or stolen devices, and security incidents immediately.
• Create and update knowledge base articles and how-to guides, and assist with new-hire IT orientation.

Requirements

• 1-3 years of IT help desk, service desk, or desktop support experience, or an equivalent combination of education, training, and experience.
• Hands-on support experience with Windows 10/11 and macOS, plus working knowledge of iOS and Android.
• Working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and basic user administration in Entra ID and Active Directory.
• Experience working tickets in an ITSM tool (Jira Service Management Data Center or Cloud preferred; ServiceNow or similar accepted).
• Basic networking fundamentals: TCP/IP, DNS, DHCP, Wi-Fi, and cable management.
• Strong customer service skills with effective written and verbal communication, including explaining technical topics to non-technical staff and executives.
• Discretion and good judgment; ability to follow strict procedures in a regulated environment.
• Must be a U.S. Person and successfully complete a standard pre-assignment background check.
• Exposure to Microsoft Intune, Windows Autopilot, and Microsoft Defender for Endpoint.
• Experience in a Microsoft 365 GCC High, CMMC, NIST SP 800-171, or ITAR environment.
• Experience supporting Microsoft Teams Rooms or conference room AV.
• Certifications: CompTIA A+, Network+, or Security+; Microsoft MD-102 or MS-900; ITIL 4 Foundation.

Required Technologies / Tools

• Microsoft 365 GCC High
• Outlook, Teams, OneDrive, SharePoint, Office
• Windows 10, Windows 11, macOS
• Windows Autopilot, Microsoft Intune, Microsoft Defender for Endpoint
• Entra ID, Active Directory
• Jira Service Management Data Center, Jira Service Management Cloud, ServiceNow
• Microsoft Teams Rooms
• NIST SP 800-171, CMMC, ITAR

Location and Schedule

• Washington, DC (hybrid)
• In-office presence required Tuesday, Wednesday, and Thursday (Mt. Vernon/Chinatown).
• Remote work optional Monday and Friday.

Additional Details

• Travel: required, <10%
• Contract duration: 6 months
• Hourly pay: $35-45/hr (final rate based on experience, skills, qualifications, certifications, and other business considerations)

Physical / Work Environment Notes

• Sitting and/or standing for extended periods; bending/stooping; grasping/gripping; fine motor control (hands).
• Ability to safely lift up to 15 pounds.
• Prolonged repetitive work; visual and audio-focused tasks.
• Stairs and typing/keyboard work; standard/sitting working environment >8 hrs/day.
• Noise level typically moderate.
• Reasonable accommodations may be available for qualified individuals with disabilities.

Export Control / Eligibility

• Applicants must be a U.S. Person (U.S. citizen or U.S. national; or U.S. lawful permanent resident).