Job Overview

This contract-to-hire position is for an IT operations and support professional, with the intent to convert to a full-time position upon successful completion of the contract period. The role provides front-line technical and customer service support to agency staff in a formal financial environment, resolving routine issues, escalating complex problems, and supporting day-to-day IT operations and initiatives under supervision.

SCOPE OF THE PROJECT

Contract-to-hire placement of an IT operations and support professional, with intent to convert to a full-time position upon successful completion of the contract period.

DAILY DUTIES / RESPONSIBILITIES

• Serve as the first point of contact for staff seeking IT assistance by phone, email, or in person.
• Aim to deliver consistent, high-touch support with a focus on first-response resolution.
• Troubleshoot and resolve routine issues with desktops, laptops, mobile devices, printers, and standard software applications.
• Escalate complex problems to senior IT staff or managed service providers while keeping users informed.
• Process account setup, password resets, and access requests in line with agency policies and security standards.
• Manage security and distribution group membership in line with agency access policies.
• Perform post-maintenance testing after managed service provider maintenance windows and report issues.
• Open, track, and follow up on tickets with managed service providers through resolution.
• Document requests, resolutions, and user feedback in the agency's ticketing system.
• Educate users on IT best practices, system usage, and agency technology guidelines.
• Support IT initiatives and projects under supervision, such as equipment rollouts and software updates.
• Perform occasional break/fix and hardware support, including diagnosing, repairing, or replacing desktops, laptops, peripherals, and mobile devices, and coordinating warranty or vendor repairs.
• Maintain IT asset inventory, including tracking equipment assignment, receipt, deployment, and retirement, and keep inventory records accurate and audit-ready.
• Maintain strict confidentiality and security when handling sensitive financial and accounting data.
• Monitor and perform occasional rotating after-hours work to address incidents, support system maintenance, and meet deadlines.

REQUIRED SKILLS

• 2+ years of help desk or IT support experience.
• Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices.

PREFERRED SKILLS

• Experience in a customer-facing role (IT, banking, finance, or another professional service industry).
• Experience with help desk software and ticketing systems.
• Exposure to Active Directory, Microsoft Entra ID, and Intune for account and device management.
• Experience working with managed service providers or submitting and tracking vendor tickets.

ADDITIONAL SKILLS

• Patience, empathy, and professionalism with all users; clear verbal and written communication; curiosity and resourcefulness in problem-solving, with sound judgment on when to escalate.
• Commitment to integrity, confidentiality, and attention to detail in a government and financial services setting.
• Ability to prioritize, stay organized, and remain calm under pressure.
• Ability to build professional relationships and manage user expectations in a formal, fast-paced environment.
• Strong customer service skills, with the ability to explain technical concepts in simple terms.

REQUIRED EDUCATION

Bachelor's degree in Information Technology, Computer Science, or a related technical field; equivalent work experience in information technology or information security may be considered.

PREFERRED CERTIFICATIONS

• CompTIA A+.
• ITIL Foundation.
• Microsoft Certified Fundamentals (e.g., Microsoft 365).

Physical Requirements

Due to nature of job, The candidate must have: Ability to lift and carry equipment weighing up to 50 pounds. Ability to bend, reach, and work under desks and in equipment areas.