Job Description
Join our elite IT support team at NexusTech Solutions, where innovation meets exceptional service. We're seeking a Senior IT Support Specialist to deliver world-class technical assistance to Fortune 500 clients in Washington, DC. This high-impact role offers competitive compensation, professional development opportunities, and the chance to work with cutting-edge technology in a collaborative environment.
As a cornerstone of our client success team, you'll resolve complex technical challenges while maintaining industry-leading service standards. We offer a comprehensive benefits package including health insurance, 401(k) matching, and flexible work arrangements.
Responsibilities
- Provide Tier 2-3 technical support for enterprise-level hardware, software, and network systems
- Diagnose and resolve complex issues including Active Directory, VPN, and cloud infrastructure problems
- Develop and maintain detailed technical documentation and troubleshooting guides
- Collaborate with cross-functional teams to implement IT security protocols and compliance measures
- Mentor junior support staff and contribute to knowledge base improvement initiatives
- Manage ticket queues with SLA adherence and customer satisfaction metrics
- Participate in after-hours rotation for critical system support
Qualifications
- Bachelor's degree in Computer Science or related field (or equivalent experience)
- 5+ years of enterprise-level IT support experience with Windows 10/11 and macOS
- Expert knowledge of Active Directory, Group Policy, and Microsoft 365 administration
- Industry certifications (CompTIA A+, Network+, or Microsoft 365 Certified)
- Proven experience with ticketing systems (ServiceNow, Jira) and remote support tools
- Strong troubleshooting skills for network connectivity, security protocols, and virtualization
- Exceptional communication abilities with technical and non-technical stakeholders
- Ability to work independently while collaborating in a fast-paced environment