Job Title: IT Support Specialist I – End-User & Collaboration Technologies
Location: Hybrid – Alexandria, VA
Job Type: Full-Time | Government Contractor Position
Travel: Minimal, occasional local travel for on-site support
U.S. Citizenship: REQUIRED

Position Summary:

We are seeking a detail-oriented and customer-focused IT Support Specialist I to join our team supporting a federal government client. This Tier 1 Service Desk role is responsible for providing first-line technical support for end-user devices, Microsoft 365 services, and basic IT operations. The position requires strong communication skills, a commitment to high-quality service delivery, and the ability to operate effectively in a hybrid work environment.

Candidates must demonstrate professionalism, reliability, and the ability to follow ITIL-aligned processes in a sensitive and compliance-driven setting.

Key Responsibilities:

Tier 1 Service Desk Support

Serve as the initial point of contact for technical support via phone, email, or ticketing system.
Log, manage, and resolve incidents and service requests in ServiceNow, escalating as appropriate.
Provide remote and in-person troubleshooting for end-user hardware including laptops, monitors, docking stations, and peripherals.
Support user account access and identity management, including password resets and MFA troubleshooting.
Perform basic support for Microsoft 365 applications including Teams, Outlook, OneDrive, and SharePoint.
Assist with configuration and patching of Windows workstations under guidance from Tier 2 or System Admins.
Follow documented procedures for endpoint deployment, device imaging, and routine IT tasks.

Collaboration & User Productivity Tools

Support users in navigating collaboration tools such as Microsoft Teams for chat, meetings, and document sharing.
Provide basic guidance on cloud storage and M365 workspace organization.
Escalate VoIP-related or policy-based Teams issues to Tier 2 or UC support teams as needed.

Operational & Compliance Support

Adhere to ITIL-based service management processes and contribute to accurate recordkeeping and knowledge base updates.
Maintain accountability for assigned IT equipment and asset tracking.
Participate in quarterly compliance reviews or inventory checks as required.

Required Capabilities:

Excellent interpersonal and customer service skills with a professional demeanor.
Sound troubleshooting approach and problem-solving skills.
Strong written and verbal communication skills, especially in conveying technical information to non-technical users.
Ability to follow standard operating procedures and complete documentation thoroughly.
Demonstrated ability to prioritize tasks and manage multiple service requests simultaneously.

Required Experience:

1+ years of IT support or service desk experience in a professional or enterprise environment.
Hands-on experience supporting Microsoft 365, Windows 10/11, and basic hardware troubleshooting.
Familiarity with remote support tools (e.g., Teams Remote, Quick Assist, or equivalent).
Previous experience with a ticketing system such as ServiceNow or equivalent.
Exposure to hybrid/remote support models and VPN-based access environments.

Preferred Qualifications:

Associate degree in Information Technology or equivalent combination of education and experience.
Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar.
Familiarity with Azure Active Directory, Microsoft Intune, or Endpoint Manager.
Understanding of cybersecurity awareness and endpoint security practices in government environments.
Prior experience supporting federal agencies or working in a government contracting role.

Additional Requirements:

Must be a U.S. Citizen (due to federal contract requirements).
Ability to pass a public trust background check or agency-specific clearance.
Ability to lift up to 25 lbs. to support occasional equipment setup.

Why Join Us?

As part of a mission-driven IT team supporting the federal government, you'll help ensure the availability and reliability of critical services that empower public sector operations. This role provides opportunities for growth, training, and exposure to enterprise technologies in a compliant and security-conscious environment.

Nevermore Solutions

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