Description 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. \#Indeed **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. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO (https://www.icf.com/legal/equal-employment-opportunity) policy. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email  Candidateaccommodation@icf.com  and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  Read more about  workplace discrimination righ t s or our benefit offerings which are included in the  Transparency in (Benefits) 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. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at  candidateaccommodation@icf.com . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.   **Pay Range** - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position based on full-time employment is: $50,135.00 - $85,229.00 Reston, VA (VA30)