IT Support Specialist II - DC Area

The Squires Group is seeking a highly organized and detail-oriented professional to provide Tier 2 Technician support for our local client. This role is primarily remote, with occasional in-person company meetings and events within the DC metropolitan area. Candidates must be local to the DC area. 

• Provide advanced technical support to end users in both remote and on-site client environments, serving as a senior escalation resource rather than front-line support.
• Own and resolve complex, escalated technical issues, ensuring timely remediation and long-term stability of client systems.
• Administer, configure, patch, and maintain Windows and macOS operating systems across client environments.
• Deploy, configure, and support endpoint hardware, peripherals, and associated infrastructure in alignment with client standards.
• Evaluate user and system requirements, diagnose underlying issues, and implement preventative and proactive measures to reduce repeat incidents.
• Interact with clients in a professional, consultative manner, both remotely and on-site.
• Operate independently with minimal supervision while meeting performance, quality, and SLA expectations.
• Manage and prioritize technical requests submitted via ticketing systems, phone, and email, with a focus on escalations and higher-complexity work.
• Maintain accurate and up-to-date technical documentation, including system changes, configurations, and procedures.
• Ensure the security, integrity, and confidentiality of client data at all times.
• Develop user-facing documentation such as operational guides, reference materials, and best-practice instructions.

Technical & Administrative Focus Areas

• Advanced Troubleshooting & Escalation Management:
  Diagnose and resolve complex issues, including DNS failures, VPN configurations, application integrations, database-related issues, and server-level modifications.
• Incident Ownership & Root Cause Analysis:
  Lead incidents from identification through resolution, performing root cause analysis and implementing corrective actions to prevent recurrence.
• Network Administration & Troubleshooting:
  Diagnose and remediate network connectivity issues involving firewalls, switches, wireless access points, routing, and VPN technologies.
• Server Administration:
  Perform routine server administration and maintenance tasks, including configuration changes, updates, monitoring, and issue resolution.
• End-User Enablement & Training:
  Provide guidance and training to users to improve system usage, security awareness, and overall productivity.
• Documentation & Knowledge Management:
  Contribute to and enhance internal knowledge bases and documentation to support operational consistency and team efficiency.

• Hands-on experience provisioning, administering, and troubleshooting various components of Office 365, including but not limited to SharePoint, Teams, Exchange Online, Entra ID, Intune, and related services.
• Expertise with networking protocols and equipment such as physical and virtual firewalls, Layer 2/3 switches, DNS, DHCP, TCP/IP, and more.
• Have familiarity with Microsoft Dynamics applications.
• Exhibit strong career ambition with a clear drive to achieve long-term professional goals.
• Embrace lifelong learning with a genuine passion for acquiring new knowledge and skills.
• Maintain a proven record of executional excellence and consistent high performance.
• Bring 4+ years of experience in customer service or the service industry.
• Bring 4+ years of experience providing technical support.
• Possess at least 2 years of Managed Service Provider (MSP) experience.
• Hold or be actively pursuing a BA/BS in Computer Science or a related discipline, or relevant technical certifications.
• Maintain a valid driver’s license, reliable vehicle, and active insurance.

Compensation and Benefits:

• The anticipated salary range for this position is $70-90,000 base annually, depending on experience; this range is subject to adjustment.
• Benefits vary by compensation type and may include paid time off (PTO), medical, dental, and vision coverage, life insurance, long-term disability insurance, a 401(k) plan, and additional optional benefits.

Check out our Referral Program!
The Squires Group will pay you for every qualified professional that you refer and we place. If you see a position posted by The Squires Group and know the perfect person for the job, please send us your referral. For more information, go to https://bit.ly/squiresreferral.

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