ICS Support Specialist

Our client is seeking a ICS Support Specialist provides first-tier technical support for our construction operations and corporate staff across multiple office locations. This position serves as the primary point of contact for end-user support, maintains and services user hardware, supports common user software and handles basic network-related issues in our Microsoft-centric environment. The ideal candidate will combine technical expertise with strong customer service skills to support our distributed workforce, including both office-based and field construction personnel.

Minimum Qualifications

· Associate’s degree in information technology, Information Systems Management.

· or similar field OR successful completion of an Information Technology career program from an accredited community college.

· 5+ years of experience in an IT support role in a medium-sized business environment

· Demonstrated experience with:

o Windows 10/11 desktop operating systems

o Microsoft 365 suite (Outlook, Teams, etc.)

o Active Directory user and group management

o Mobile device support (iOS and Android)

o Basic networking concepts and troubleshooting

o Hardware diagnosis and repair

· Valid driver's license and ability to travel to multiple office locations as needed

· The ability to obtain a U.S. federal government TS security clearance.

· Ability to lift and move equipment up to 50 pounds

· Availability to participate in an on-call rotation as needed

Responsibilities

· Provide first-level technical support via phone, email, and ticketing system for hardware, software, and network connectivity issues

· In coordination with the system administrator, manage user accounts, permissions, and access through Active Directory and Microsoft 365

administration

· Configure and deploy laptops, tablets, and mobile devices according to CLIENT’S ICS standard configurations

· Troubleshoot issues with common business applications including Microsoft Office, Adobe Acrobat, Bluebeam Revu, and construction-specific

software

· Assist users with remote access connectivity and VPN configuration

· Support mobile devices (primarily iOS, and Android by exception) including basic troubleshooting, device configuration, app installs, and

coordinating break/fix support.

· Maintain printer and plotter operations, including managing print queues and basic maintenance. Coordinate service of leased print devices

with support vendor.

· Monitor and triage alerts from security and system management platforms

· Document all support interactions in ICS's FreshWorks-based ticketing system

· Provide basic support for our ERP system (Viewpoint Vista) and project management platform (CLIENT’S Project Center) [interface with external

software support team to help with troubleshooting]

· Assist with new employee on-boarding and equipment setup

· Escalate complex technical issues to appropriate ICS team members

· Manage, maintain, support, and replace all computing and telecommunications related to CLIENT’S’s hardware lifecycle and software used by

CLIENT’S end-users. This includes desktop computers, notebooks, laptops, cell phones, VoIP phones, A/V, printing, and other peripherals that are

used to enable operations, corporate functions, business development, and financial management systems.

· Help create and maintain end-user documentation and support guides

· Contribute to help maintain budgets for required work.

Required Interpersonal Skills

· Excellent verbal and written communication abilities, with the ability to explain technical concepts to non-technical users

· Strong customer service orientation and professional demeanor

· Ability to remain calm and effective under pressure

· Demonstrated problem-solving skills and attention to detail

· Self-motivated with the ability to work independently and as part of a team

· Flexibility to adapt to changing priorities and technology environments

· Patience and empathy when dealing with users of varying technical proficiency

Required Technical Skills

Core Networking Concepts

· IPv4 addressing and subnetting

· DNS and DHCP concepts

· Basic network security concepts

· Basic routing and switching concepts

Cyber Security Awareness

· Basic firewall concepts

· Network and Endpoint security best practices

· Endpoint security management

· Password policies

· Understanding of common network threats

Network Troubleshooting

· Understanding and using basic network troubleshooting tools such as ping, traceroute, nslookup, ipconfig/ifconfig

· Wi-Fi signal strength and interference testing

· Ability to diagnose common network connectivity issues

Print Services

· Network printer configuration

· Print server concepts

· Print queue management

Remote Access and VPN

· Understanding of VPN concepts

· Experience configuring VPN clients

· Troubleshooting connection and authentication issues

· Multi-factor authentication (MFA) support

Network Storage and File Sharing

· Understanding of network shares and permissions

· Mapped drive configuration

· Network storage troubleshooting

Wireless Networking

· Wi-Fi standards and protocols (802.11)

· Basic wireless security concepts (WPA2/WPA3)

· Wireless network troubleshooting

· Mobile device network configuration

· Understanding of common wireless interference issues

Internet and Web Applications

· Understanding the basic concepts of HTTP and how web applications work

· Internet security and safe browsing practices

Desired Certifications

Additional consideration for possessing any one or more of the following certifications:

· CompTIA A+

· CompTIA Network+

· CompTIA IT Fundamentals

· Microsoft Technology Associate, IT Infrastructure

· Microsoft 365 Certified, Fundamentals

· Google IT Support Certificate

Additional Notes

· This position may require occasional evening or weekend work for system updates or emergency support, and participation in an on-call rotation schedule may be required.

· This position requires occasional travel within the DC-VA-MD metro region to regional and field offices and other regional offices including but not limited to Richmond, VA, and York, PA.

The CLIENT provides voluntary and company-paid health and welfare benefits, paid vacation, sick, and holiday time off, and a 401k match. We also fully support training and professional growth.