Information Technology Support Specialist

[Applicants: Over 200 applicants | Industry: Staffing and Recruiting | Type: Full-time | Level: Associate] 5 days a week onsite in Upper Marlboro, MD.Job Title: IT Support SpecialistPosition OverviewThe IT Support Specialist provides both virtual and in-person technical support across the organization. The specialist evaluates user requests, determines appropriate resolutions or escalations, communicates updates to users, and documents the entire support process from initial request through resolution and follow-up in accordance with established service level standards.Key ResponsibilitiesTechnical Support and TroubleshootingReceive, respond to, and track requests for technical assistance while maintaining accurate updates within the ticketing system to ensure timely resolution.Follow established escalation procedures when advanced troubleshooting or specialized application support is required.Assist end users by answering questions, providing guidance, and resolving issues via phone, email, and remote support tools.Grant and manage access to various applications, systems, and shared folders using administrative tools.Support the full lifecycle of user devices, including onboarding, workstation setup, account creation, file access configuration, equipment replacement, data transfers, and offboarding.Develop and maintain documentation for internal IT teams and end users, including troubleshooting guides, workflows, and technical instructions.Assist with administration and optimization of the ticketing system, including creating and updating templates, automations, and workflow triggers.IT Operations and Team CollaborationParticipate in project and governance discussions to stay aligned with overall technology strategy.Meet assigned deadlines and deliverables for IT initiatives and operational tasks.Identify and analyze issues related to underperforming applications or systems and assist in incident investigation and resolution.Support the deployment, relocation, and setup of computers and related peripheral equipment.Maintain performance standards related to technical support metrics, ticket quality, and service level agreements.Operational and Organizational SupportCreate and maintain application and end-user documentation in alignment with departmental and industry standards.Investigate and resolve minor system or application issues...