ICF is hiring: IT Support Specialist – Tier II in Reston, VA in Great Falls Cros

Overview

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.

Responsibilities

• 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 9:00 am to 6:00 pm or as agreed upon.

Qualifications

• Bachelor’s degree in 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 provide 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.

Benefits / Company Information

ICF is a global advisory and technology services provider, dedicated to solving clients’ complex challenges by combining expertise with cutting-edge technology. ICF is an equal opportunity employer. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records. Reasonable accommodations are available in all phases of the application and employment process. To request an accommodation, please email us. All information you provide will be kept confidential and used only to provide needed reasonable accommodations.

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. The use of artificial intelligence (AI) tools to generate or assist with responses during interviews is not permitted. If an accommodation involving AI is needed, please contact us in advance to receive the necessary support.

Pay Range

The pay range for this position based on full-time employment is: $50,135.00 – $85,229.00. Final pay is determined by factors including experience, skills, certifications, location, and contract provisions.

Location: Reston, VA (VA30)