Nesco is seeking an IT Support Technician to support an MSP onsite in Ashburn, VA on a full-time basis.
Role and Responsibilities
This position serves as the first point of contact for customers seeking technical support through the Support Operations Center. The ideal candidate will provide troubleshooting assistance, escalate complex issues when necessary, and ensure customer satisfaction by resolving IT-related problems efficiently.
- Respond to technical support requests received via phone, email, or customer portal.
- Diagnose and troubleshoot hardware, software, and network-related issues.
- Escalate unresolved issues to Tier 2 and Tier 3 support teams when necessary.
- Support network services such as DNS, DHCP, and connectivity troubleshooting.
- Perform workstation imaging, virus/malware removal, and routine system maintenance.
- Participate in a weekly on-call rotation to provide after-hours support.
- Maintain and update technical documentation and knowledge base for reference.
- 1-3 years of experience providing IT support in a Windows environment.
- Experience with installing, configuring, and troubleshooting various printer brands (preferred).
- Hands-on experience managing Microsoft Office 365 and Office product suite.
- Strong knowledge of Active Directory administration, Group Policy implementation, and troubleshooting.
- Understanding of VoIP technologies, including administration and troubleshooting.
- Experience with DNS and DHCP troubleshooting.
- Familiarity with SaaS-based products and managing customer licenses.
- Strong written and verbal communication skills for effective customer interaction.
- Ability to work independently and take initiative in a dynamic environment.
- Willingness to obtain the following certifications within a designated timeframe after onboarding:
- ITIL Foundation
- CompTIA A
- CompTIA Network
- CompTIA Security
- Maintain confidentiality of sensitive information and adhere to data protection policies.
- Follow security guidelines, privacy policies, and acceptable use policies as outlined by company standards.
- Commit to upholding security best practices and ensuring reliable IT operations.
This role is ideal for someone who is resourceful, customer-focused, and eager to develop their technical expertise in a fast-paced support environment.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.