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TheIncLab is the first human-centered artificial intelligence experience (AI+X) lab. TheIncLabs 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 an IT Support Specialist who will support internal users and be part of a small cohesive team supporting end-user computers, applications, and network connections. Daily tasks will include managing and deploying software, Microsoft workstation baseline images, Microsoft Active Directory, MS Azure, and Mac desktops. The candidate must have strong interpersonal and communication skills as they will be directly interacting with end-users and must be able to manage and complete multiple tasks in a timely manner.

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. Common troubleshooting topics center mostly on OS (Windows and Mac) system issues, including MAC IMAP email, software installation, software conflict, and external connection issues. Knowledge supporting Microsoft Active Directory, Microsoft Windows Server, Windows 10 workstations, Microsoft Office 365, and networking (Firewalls, DMZ, and Wireless) are a bonus.

Responsibilities:

• Perform advanced systems installation, operation, integration, and troubleshooting in order to maintain optimum Information Technology (IT) system operations. Design and oversee upgrades and new installs of IT systems and services ensuring coordination with Cyber Security Specialist.
• Manage all helpdesk tickets and queues.
• Accessible and responsive to telephone calls, emails, and employee requests for technical support.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Maintains and adheres to corporate computing/technology operating procedures and standards.
• Troubleshoots, repairs, maintains, installs, and performs testing activities on various computer equipment, peripherals, data communication, Audio Visual, and computer network systems.
• Consults with and assist manufacturers representatives in installing new computer equipment and asset tracking; exercises total responsibility for routine installation or modification projects; assists other technicians or the manager in repairing, installing, and testing complex pieces of equipment; submits equipment repair warranties.
• Performs system maintenance tasks such as file saves and backups in accordance with operational schedules and procedures.
• Commitment to maintaining accuracy and timeliness in processing and delivery with a sense of urgency.
• Follow up with end users, provide feedback, and see problems through to resolution.
• Properly document actions through ticket tracking and bring them to closure.
• Administer and support all Microsoft 365 Applications and Tools, including SharePoint.
• Install, configure, and upgrade computer hardware and software.
• Assist in the administration of e-mail systems.
• Maintain current knowledge of relevant technologies as assigned.
• Participate in special projects as required/requested.
• Installing hardware and peripheral components such as monitors, keyboards, printers, and disk drives on the users premises.
• Loading and configuring appropriate software packages such as operating systems, networking components, and office applications.
• Assisting in the customization and adaptation of existing programs to meet organizational and individual user requirements.
• Communicating and coordinating IT department activities (e.g., tech refreshes, and scheduled network maintenance) with other department-level personnel.
• Providing initiative updates, ticket status, and project completion information to managers and/or users via telephone, e-mail, and/or in-person communication.
• Referring major hardware problems to service personnel or vendors as necessary.
• Connecting users to networks and providing initial training in facilities and applications.
• Administering cloud-based maintenance, exchange, and other application solutions.
• Developing recommendations for and assisting in research and procurement of IT assets, including computer accessories and support office supplies.
• 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.

Travel

• The position will require 10% travel.

• McLean, VA
• Tampa, FL
• Nashville, TN

Requirements

• Bachelors 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, and systems administration experience.
• 3 years of experience administrating Microsoft Office 365 applications.
• CompTIA A+ and Security+ certifications.
• Microsoft 365 Certified: Modern Desktop Administrator Associate (formerly MCP)
• 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.
• Experience with Windows Operating Systems, Microsoft 365, Windows 10, networking knowledge and troubleshooting skills, Active Directory knowledge, and/or experience with remote access technologies.
• 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.

• Ability to install, configure, operate, test, troubleshoot, update, fix, replace, maintain, administer, and optimize a variety of networked and stand-alone systems. (PC & Mac)
• 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.

• Strong analytical and problem-solving skills.

Benefits

• Medical, Dental, and Vision Insurance
• 100% company-paid Short-Term and Long-Term Disability
• 100% company-paid Basic Life Insurance
• Paid Time Off
• Paid Holidays
• 401(k) with employer matching and immediate vesting

No relocation assistance is offered.

This is a direct hire position. We do not accept indirect resumes, recruiters, or Third Parties