IT Support Specialist - Tier II

ICF International is seeking an IT Support Specialist to work in our Corporate Information Technology (CIT) organization based in Reston, VA. ICF’s IT Support Specialists provide mid-level analysis and technical support for the ICF employee user community, including multiple levels of users, management, and technical staff globally.  

   

• Provides technical support to the organization's on-site and remote users for computer applications and hardware (e.g., PCs, PC peripherals, network).   

• Provides end-user software troubleshooting and support.   

• Answer incoming support calls by telephone in a call rotation and manage first response to tickets coming into the queue by email and portal.  

• Provides remote desktop support  

• Installs, configures, and upgrades computer hardware and software.  

• Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems.   

• Answers questions by applying knowledge of computer software, hardware, and procedures.   

• Uses advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.   

• Maintains current knowledge of relevant technologies as assigned.  

• Participates in special projects as required.  

• Working hours will be Monday-Friday from 9:00am to 6:00pm or as agreed upon.  

   

Basic Qualifications:  

• Bachelor's degree Business Administration, Computer Science or equivalent (one year of experience may be substituted for each year of experience) 

• 5+ years of related experience supporting IT operations and working in a call center type environment.  

• 5+ years of experience troubleshooting Microsoft 365 Cloud Services (OneDrive, SharePoint, Teams, Engage/Yammer, Stream, etc.) 

   

Preferred Skills/Experience:  

• Answer calls and remote desktop support using BeyondTrust (Bomgar) experience 

• Used a formal trouble ticket system such as Microsoft System Center Service Manager, Remedy, or ServiceNow.  

• Experience with AI-powered customer service platforms (e.g., Microsoft Copilot, ServiceNow Virtual Agent, Zendesk AI, or similar) and chatbots/virtual agents.  

• Professional experience troubleshooting Microsoft Windows 11 O/S and Microsoft Office Suite including Outlook and Teams.  

• Experience supporting Dell / HP hardware / Mac  

• Experience with Active Directory/Exchange management and Azure 

• Multi-Factor Authentication and Intune BYOD.  

• A+ certification, MCP / MCSA certification 

• Experience working within an ITIL framework.  

   

Professional Experience:  

• Excellent verbal, interpersonal and written communication skills.  

• Excellent time management skills and the ability to balance multiple assignments and deadlines in a fast-paced environment.  

• Excellent problem-solving skills, including the ability to elicit valuable information on technical problems from non-technical users to resolve their problems.   

• Strong attention to details.   

• The ability to work with all levels of internal staff, as well as outside clients and vendors.   

• Enthusiasm, a passion for teamwork and a ‘can do’ attitude.   

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Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive.