IT Support Associate

We are seeking an IT professional to join our global IT team in Washington, D.C. This role focuses on maintaining operational excellence through proactive technology management and support, working with and learning about cutting-edge hardware and collaboration technologies as part of an integrated global team.

APCO Worldwide is an award-winning, majority women-owned global communication and business strategy firm, recognized as one of North America's Best Agencies to Work For. We combine global perspective with local expertise to help clients manage challenges, opportunities, perceptions, and reputations.

IT Support Associate 

Reporting to: Regional IT Manager 

To apply for this role, you will need at least two years of progressive technology support experience - ideally within a ticketing system.  

Key Responsibilities: 

• Provide both first touch and escalated help desk support for regional and global users both in-person and remotely, ensuring cases are updated and repeating issues are addressed effectively. 
• Perform hands-on support for all company technologies, mobile devices, applications, cloud services, conferencing technologies etc. 
• Engage service providers and vendors to resolve issues and requirements. 
• Participate in projects to improve service performance or to resolve immediate requirements. 
• Oversee hardware, software, and service standards for the region. 
• Work on assigned projects and deployments as part of the global IT team. 
• Other duties as assigned. 

Experience and Skills: 

• 2-4 years progressive IT support and implementation experience. 
• Significant experience in Tier 1-2 helpdesk issue resolution. 
• Technology/platform experience: 
  • PC, Mac, mobile, networking hardware and peripherals. 
  • Experience managing PC, MacOS and IOS devices at scale using Intune, JAMF Pro or similar. 
  • Excellent Office 365 skills, both administrative and end-user are critical. 
  • Experience supporting Teams for remote users and thorough understanding of conference room AV technology. 
• Experience working consistently within a call tracking system (e.g. Zendesk, Servicenow, FreshService). 
• Experience working within a standards-based security environment. 

Key Attributes: 

• A determined, pragmatic problem solver and life-long-learner. 
• Hands-on approach, calm under pressure and able to prioritize multiple competing issues. 
• Empathetic communication skills. 
• Demonstrable ability in troubleshooting complex issues, research, analysis, and critical thinking. 
• Strong interest in root-cause resolution and practical application of AI. 

Qualifications:

• Degree or post-graduate degree in Information Technology, MIS, or a related field. 
• COMPTIA A+ and/or Network+, Microsoft certification (MTA, MCP, MCITP, MCSE), or JAMF certification highly desirable. 

Additional Requirements: 

• This role is hands-on, with significant time on your feet, away from a desk and regular lifting up to 50 lbs. 
• The role is full-time in-office at APCO’s office in Washington, DC., expect to be on-site 5-days weekly. 
• Occasional travel to other APCO offices may be required. 

Compensation Range

The US base salary for this position ranges from $50,000/year to $70,000/year. Our compensation range for this role is inclusive of several US geographic markets. APCO targets an employee's pay within this range to be based on several factors, which include but are not limited to relevant education, skills, job-related knowledge, qualifications, work experience, credentials, internal equity and/or geographic location.

Careers at APCO

With our commitment to recruit, hire, promote and retain people who reflect the diverse communities in which we operate, APCO ensures our teams bring the best possible expertise and diverse perspectives to our clients. We embrace diversity of identity, experience and thought, starting with our values and extending to our behaviors, policies and practices. We aim to create a positive work experience and welcoming environment where everyone feels they belong and can thrive.

We are proud to be an Equal Opportunity Employer and encourage applications from all qualified candidates regardless of race, national origin, citizenship, native language, sex, gender identity or expression, sexual orientation, marital or parental status, religion, age, veteran status, neurodivergence, mental or physical disability, medical history, pregnancy, political beli