Network Support Specialist (Hybrid Onsite-Remote) - FULL-TIME

TheIncLab is the first human-centered artificial intelligence experience (AI+X) lab. TheIncLab’s award-winning, multi-disciplinary team is focused on designing and developing AI-enabled systems that learn and collaborate with humans. The company offers its clients comprehensive capabilities for rapid ideation, software development, and the building of smart systems and hardware solutions. Its open, scalable AI architecture approach, combined with years of experience in interactive engineering and emerging technology innovation, allows for rapid prototyping and deployment of transformational concepts, products, and solutions designed to work with meaningful human interaction, effectively bridging the gap between humans and intelligent systems.

Job Description:

We are looking for a well-rounded IT Specialist who will provide company-wide support for internal users and will be part of a small cohesive team. Responsibilities include managing all aspects of our Servers, workstations, applications, and network.

The primary job responsibility is to provide direct user support and issue resolution via in-person, telephone, and online support tools in conjunction with a trouble ticket system. Knowledge supporting Microsoft Windows Server (All active directory and domain services), Windows 10/11 workstations, Microsoft Office 365, and networking (Firewalls, DMZ, and Wireless) is required.

Responsibilities in the following are a must:

• Candidate will be responsible for all technical support requests via in-person, phone, and email.
• Perform systems installations, operation, and maintenance while ensuring coordination with the Cyber Security Specialist. Tasks include but are not limited to:

• Windows Server administration: OS, AD, User account management, Updates and backups
• Management of file storage devices and backups
• Workstation management: OS, Office applications, development tools, connectivity (Wired/Wi-Fi/VPN)
• Communication services: Email, MS Teams
• Network connectivity: Wired, WIFI, VPN
• Cloud services: o365, Azure, SharePoint

• Manage all helpdesk tickets and document all resolutions. Maintain/report on all project status.
• Communicating and coordinating IT department activities (e.g., tech refreshes, and scheduled network maintenance) with all department-level personnel.
• Work with HR to provide initial training on IT-related use and applications.
• Assist with LAN/WAN and server Deployment
• Developing recommendations for and assisting in research and procurement of IT assets, including computer accessories and support office supplies.
• Provides first-level IT support to clients by connecting to the remote computer, identifying problems, and resolving problems. The Network Support Specialist may need to research answers and guide the client through corrective steps.
• Monitoring client networks and security devices for compliance with Department of Defense (DoD) Information Assurance regulations; applying software patches and updates; and acting upon Information Assurance Vulnerability Alert (IAVA) scan results.

Requirements

• Bachelor’s Degree in Cybersecurity, Computer Science, Information Technology, or equivalent degree and a minimum of 3 years relevant work experience as an IT specialist, help desk technician, IT administrator, or similar IT role; OR minimum of 8 years relevant work experience.
• 3 years of demonstrated computer hardware, software (office, o365), and systems administration experience.
• CompTIA A+ and Security+ certifications.
• Microsoft 365 Certified: Modern Desktop Administrator Associate (formerly MCP)
• Familiarity with remote support software such as Go to Resolve, SolidWorks, Dameware, or BMC Track-IT.
• Experience administering Active Directory, PKI, and DNS for OSD assets.
• Demonstrated time management capabilities with the ability to manage multiple projects simultaneously and work collaboratively to resolve pressing client issues.
• Strong verbal and written communication and interpersonal skills and demonstrated commitment to providing excellent customer service.
• Prefer hands-on experience working with various Mac devices and applications, and operational use and understanding of the Mac CLI and AppleScript for troubleshooting and customization issues.Travel
• Network Support Specialist may be required to work in different locations, schedules, with different people, and during non-business hours.

Travel Requirements

• The position will require 10% travel to the following office locations: McLean, VA; Tampa, FL; Nashville, TN

Benefits

• Medical, Dental, and Vision Insuran