McLean, VA

Support Jobs in McLean, VA

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Service Desk Technician III

Ntiva McLean, VA 🇺🇸 Remote

McLean, VA

Today

$75k - $85k/yr Full time Active Directory Cloud Platforms Connectwise Manage

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Job Description

McLean, VA (remote) Service Desk Technician III role focused on resolving advanced escalations, meeting SLOs, and maintaining secure, compliant support operations.

Responsibilities

Manage and resolve elevated client service tickets from Tier 2 or Tier 3 assignments, ensuring timely resolution or appropriate escalation
Maintain accurate ticket documentation in service management software (example: ConnectWise Manage)
Troubleshoot and resolve complex client issues, performing root-cause analysis and applying longer-term fixes
Perform software upgrades and address system gaps or configuration challenges
Update and maintain accurate client documentation
Identify and communicate infrastructure improvements, performance optimizations, and security concerns
Coach and mentor fellow teammates to improve performance and support professional development
Ensure adherence to industry best practices and compliance with security and operational standards
Assist with additional duties supporting team goals and business objectives
Make configuration updates to existing client infrastructure, including network devices, organizational policies, and DNS records

Requirements

3–5 years of overall IT experience, including 1–3 years in a Tier 2 (or equivalent) support role, with advanced IT support, administration, and escalation-level troubleshooting
Experience supporting Microsoft environments, including Windows Desktop and Windows Server, Active Directory, Group Policy, DNS, DHCP, NPS, Print Management, and shared drive/security group administration using need-to-know access principles
Hands-on experience with collaboration and email platforms such as Microsoft 365, Microsoft Exchange, Google Workspace, and email security technologies (example: spam filtering)
Experience with virtualization and cloud technologies including VMware ESXi, Hyper-V, Azure, and at least one major cloud platform and its management console
Working knowledge of networking technologies, including firewalls, managed switches, wireless access points (WAPs), VoIP systems, SSL VPNs, site-to-site VPNs, NAT/PAT, access rule creation, and routing concepts
Experience with endpoint management and security, including software deployments, configuration management, antivirus solutions, device hardening, and mobile device support for iOS and Android
Familiarity with storage and infrastructure concepts such as RAID, NAS, SAN, and SSL certificate creation, implementation, and management
Cross-platform support experience, including familiarity with macOS environments
Strong diagnostic and troubleshooting ability, including identifying misconfigured services and knowing when escalation is required
Solid understanding of security tools, best practices, and compliance considerations for client environments
Ability to clearly document technical processes, solutions, and Standard Operating Procedures (SOPs), including reviewing and refining existing documentation
Strong problem-solving, organizational, and time-management skills to handle multiple client cases of varying complexity
High attention to detail and a commitment to accuracy
Collaborative mindset and ability to contribute positively in a supportive team environment
Proven client communication experience, including handling high-pressure or emotionally charged situations
Extended periods of sitting or standing and regular use of computers and office equipment
Professional communication in English, written and orally
Ability to write business correspondence and process procedures
Ability to present information and respond to questions from managers, clients, and the general public

Key Technologies

ConnectWise Manage
Microsoft Windows Desktop, Windows Server, Active Directory, Group Policy, DNS, DHCP, NPS, Print Management
Microsoft 365, Microsoft Exchange, Google Workspace, spam filtering
VMware ESXi, Hyper-V, Azure
Firewalls, managed switches, wireless access points (WAPs), VoIP systems, SSL VPNs, site-to-site VPNs, NAT/PAT
Endpoint management, iOS, Android, antivirus solutions, device hardening
RAID, NAS, SAN, SSL certificate creation
macOS
ITIL

Location and Work Expectations

Remote role with infrequent travel possible if needed
Open to candidates physically located in DC, Maryland, or Virginia
Schedule: Monday through Friday, 8:00am to 5:00pm EST

Salary

$75,000 - $85,000 per year (base pay range)
Base pay may vary based on non-discriminatory factors including market location, job-related knowledge, skills, and experience
Total compensation also includes medical benefits, 401(k) eligibility, and PTO

Benefits

Medical, Dental and Vision coverage for employee and family
401k with company-matched contributions: 4% match on 5% contribution, no vesting period (employee and company contribute after 90 days)
Group Term Life and Accidental Death and Dismemberment coverage (company provided)
Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
Health Savings Account (HSA) options / PPO options
Employee Assistance Program
Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
Education Reimbursement Program
Generous Employee Referral Program with cash bonus for successful referrals
Dynamic Recognition and Rewards
Clear Promotion and Advancement Tracks
Work with Industry-Leading Talent

Bonus Points

Desired certifications: CompTIA Network+, CompTIA Security+, related Microsoft certifications, Microsoft Azure, Microsoft 365, Windows Server, Security
Networking certifications from Cisco, Meraki, Watchguard, etc.
VMware VCP
Desired education: Bachelor’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
Experience working for a Managed Services Provider
Knowledge of ITIL or other service management frameworks is a plus

FLSA Status

Salaried, Non-Exempt

Work Authorization Criteria

Applicants must be U.S. persons
Unable to offer sponsorship or assume sponsorship of an employment visa at this time

Workspace Requirements and Remote Work Policy

Must establish a dedicated safe workspace free from distractions and hazards, secure from unauthorized access
Follow Ntiva’s IT User and Security Policies, including password-protecting all equipment and keeping confidential/proprietary documents secure
Refrain from using public Wi-Fi
Have arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (emergency situations require manager approval)
Remote work outside the normal dedicated safe workspace must be requested, reviewed by management, and adhere to Ntiva policies and procedures

Application Deadline

Applications accepted until 8/17/26

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5d ago

IT Support Specialist

Trustar Bank McLean, VA

McLean, VA

5d ago

$80k+/yr Full time Active Directory Application Support Citrix

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Job Description

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

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Support Jobs in McLean, VA

Service Desk Technician III

IT Support Specialist

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