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Sr. IT Specialist

Location: Washington, DC, United States
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Description

Summary:
The Sr. IT Specialist position is a critical role within the IT organization and an invaluable resource for the Washington DC BRG office. This position requires an initiative-taking analytical person with advanced customer service and technical skills. The right candidate will work diligently to support our customer base (aka BRG User) and our Windows and Mac desktop environment (including virtual) with a primary emphasis on the DC Office.
 
The Sr. IT Specialist will provide supervision, training, and direction for IT Specialists, Jr. IT Specialists, and the Service Desk Agents. Support System Administrators and Infrastructure team with the deployment and maintenance of hardware and software solutions. Tier two ITSM support responsibilities will be combined with a keen focus on Quality Control, Knowledge Management, Training, and general Service Desk oversite. This position will work closely with the Technical Operations Manager and report to the Senior IT Service Manager.
 
Key Responsibilities:
  • Onsite at 1800 M St NW, 2nd Floor, Washington DC 20036. Maintain a presence in the office during regular business hours 5 days a week.
  • Help customers with questions and issues regarding usage of industry standard commercial off the shelf (COTS) software applications. (Microsoft Office Suite, Adobe, Windows OS, Autopilot, MFA, Intune, etc.)
  • Support for Mac-based systems, with knowledge of MacOS, iOS, mobile device support, and technologies.
  • Provide subject matter expertise to the team on key processes, tools, and technologies through detailed understanding of the processes and supporting tools.
  • Drive operational excellence in management of incidents, problem tickets and request fulfilment in accordance with established ITIL based ITSM processes and standards.
  • Responsible for collecting, organizing, and distributing institutional knowledge within the tier 1 & 2 IT Teams.
  • Create and maintain knowledge articles and encourage the ITIL based knowledge sharing process driving knowledge use and creation.
  • Monitor and review Service Desk calls and tickets to ensure quality and compliance with BRG IT service standards.
  • Quality Assurance performance monitoring and reporting. Data gathering and validation, report generation, and presentation of Quality analyst’s audit findings to BRG IT and the Service Desk Leadership.
  • Monitors appropriate dashboards to ensure tickets are being addressed in a timely manner.
  • Work closely with the tier 3 IT teams to provide customer assistance related to all deployed hardware and software.
  • Coordinate project actions with Senior IT Service Manager and ITSM Leaders, tier 3 IT teams, vendors and technical representatives, internal and external clients.
  • Perform advance tasks using equipment or software to support customers and IT Specialists or other higher-grade personnel.
  • Additional tasks may be required as directed by the Senior IT Service Manager.
Job Requirements:
  • Minimum 4-7 years of IT experience, working in a similar capacity.
  • Strong knowledge of key ITIL Processes and their interoperability.
  • A self-starter with high levels of drive, energy, resilience, a can-do attitude, and willingness to take the initiative. With proven technical expertise and ability to pick things up quickly and assimilate information.
  • VIP customer satisfaction focus. Great customer service and people skills. Commitment to a high quality of work, good judgment. Excellent and effective communication skills, including speaking, writing and active listening. Must have a positive, professional attitude and ability to thrive in a challenging environment.
  • Work with the IT team to manage the IT environment to ensure that laptops, PCs, and other access devices are built and maintained to high standards of performance and security.
  • Keen attention to detail. Excellent problem-solving and critical thinking skills. Efficient troubleshooting abilities. Ability to solve complex problems by gathering facts and applying detailed trouble-shooting techniques. Ability to multitask and prioritize workload along with project assignments.
  • Ability to identify, analyze and solve varied, unrelated problems. Ability to modify standard operating procedures, when necessary, to develop alternative courses of action when problem solving.
  • Ability to guide and transfer knowledge to tier 1 and tier 2 technicians related to triaging complex problems and applying detailed trouble-shooting techniques.
  • Advance knowledge of technology, hardware, and software in a professional services environment (e.g., knowledge of Windows operating systems, desktop and network security issues and software functionality and deployment, including Microsoft Office 365.
  • Advance working knowledge of anti-virus, backup, and remote access technologies.
  • General working knowledge of basic networking (TCP/IP, DNS, Routing, Sub-netting).
  • Expertise in ability to work collaboratively in diverse, multinational teams, across time zones.
  • Core Support hours for all BRG offices are from 8:00am-7:00pm local time. This shift will be between those hours.
  • On-call and overtime are required with this position.
  • IT personnel may be required to travel for short periods of time. Trips will sometimes extend to 3-5 working days and could on rare occasions extend beyond 5 business days. All travel expenses will be reimbursed.
  • This description indicates the general level and nature of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Preferred:
  • ITILv3 or ITIL 4 Foundation certification
  • CompTIA A+ certification

Salary Range: $90,000-$120,000

Candidate must be able to submit verification of his/her legal right to work in the United States, without company sponsorship.

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