Full Time | Onsite | Rockville, Maryland | $65,000 to $80,000 annually, based on experience and capability
Required Application Questionnaire | Estimated Time: 10 to 15 Minutes
Thank you for your interest in joining ITP.
Completing this questionnaire is required to complete your application and for our team to consider you for this position.
Complete the Senior IT Support Specialist Application Questionnaire here: https://forms.cloud.microsoft/r/Nbc9vQTeu7
Please answer in your own words. Clear and concise answers are best. We are interested in your actual experience, how you think, and what you are looking for, not polished essays.
We will review your questionnaire together with your resume. After that review, we will personally reach out to selected applicants to coordinate next steps.
We appreciate your time and interest in ITP.
Great IT Support Is About Technology and People
IT Productivity is looking for a Senior IT Support Specialist who is technically strong, dependable, and genuinely enjoys helping people.
We want to be clear about the work.
This is primarily a hands-on end-user support, new-user onboarding, and device deployment position.
A significant part of your day will involve helping users, troubleshooting technology problems, setting up new employees, preparing and deploying computers, supporting Microsoft 365, managing accounts and access, documenting your work, and making sure people can work productively and securely.
We are intentionally looking for someone with technical capabilities beyond an entry-level help desk position.
The right person can handle common support needs confidently and independently, troubleshoot beyond the obvious answer, recognize when something deeper is happening, and work effectively with other technical resources when needed.
Just as importantly, we want someone who is great with people.
If you are technically capable, curious, dependable, patient, and take pride in creating a great technology experience for others, we would like to get to know you.
What You Will Do
- Provide responsive and professional support to end users
- Troubleshoot Windows, Microsoft 365, business applications, devices, connectivity, printing, access, and other technology issues
- Take ownership of support issues through resolution
- Onboard and offboard employees accurately and securely
- Create and configure user accounts, licensing, groups, permissions, and access
- Prepare, configure, deploy, replace, and support Windows computers
- Support Microsoft 365, Microsoft Entra ID, Microsoft Intune, endpoint management, MFA, and related technologies
- Install, configure, and troubleshoot business applications
- Follow established endpoint, identity, access, security, and configuration standards
- Document tickets, configurations, changes, issues, and resolutions clearly
- Identify recurring issues and opportunities to improve processes
- Communicate status, risks, blockers, and completed work clearly
- Coordinate effectively with ITP team members, client IT personnel, vendors, and users
- Help create an excellent technology experience for the people we support
A Security-Focused Client Environment
This position supports a client environment with formal cybersecurity requirements and protected information.
You do not need to be a cybersecurity or compliance expert.
You do need to understand that good IT work includes:
- Protecting identities, accounts, devices, information, and access
- Granting access only when appropriate and authorized
- Following approved processes and security standards
- Configuring systems consistently and securely
- Maintaining accurate documentation
- Following defined onboarding, offboarding, access, and device procedures
- Raising concerns, exceptions, or risks when something does not look right
- Performing work in a way that another qualified person can understand and validate
Doing the work correctly matters.
Documenting it matters.
Following the agreed process matters.
If you appreciate environments where good IT practices are taken seriously, you may really enjoy this role.
The Technical Experience We Are Looking For
This is a senior support position.
We are looking for someone who already has meaningful professional experience supporting users and business technology.
You should have:
- At least 3 years of professional hands-on IT support experience in a business environment
- Strong Windows 10 and Windows 11 troubleshooting experience
- Hands-on Microsoft 365 support or administration experience
- Experience managing users, groups, permissions, licensing, and access
- Experience onboarding users and preparing and deploying computers
- Experience troubleshooting endpoint, application, identity, and connectivity issues
- Experience documenting work in a ticketing or service management system
- Strong written and verbal communication skills
- The ability to work independently while knowing when to involve others
Experience with Microsoft Entra ID, Microsoft Intune, Conditional Access, endpoint security, cybersecurity, or regulated environments is especially valuable.
Certifications are welcome, but demonstrated capability, judgment, and experience matter more to us than collecting credentials.
What Separates a Great Candidate
A great Senior IT Support Specialist does more than close tickets.
- Diagnose rather than guess
- Take ownership instead of immediately handing a problem to someone else
- Research unfamiliar issues and keep working the problem
- Understand that identity, access, endpoints, applications, and security are connected
- Communicate technical issues clearly to nontechnical people
- Stay calm and helpful when someone else is frustrated
- Document your work so another technical person can understand what happened
- Follow established processes consistently
- Notice opportunities to improve how work gets done
- Keep your commitments
- Ask good questions
- Continue learning
- Care about the quality of your work
The Human Side Matters Just as Much
We want to work with people we trust and enjoy having on the team.
Our core values guide how we work.
Be Helpful
We care for others and look for ways to help.
On Purpose
We act with intention and focus on what matters.
Keep Promises
We own our commitments and follow through.
Process Driven
We use clear processes and proven practices to create better results.
Always Learning
We stay curious, welcome feedback, and continue growing.
Technical ability matters.
How you treat people matters just as much.
Work Location
This is an onsite position at an ITP client location in Rockville, Maryland.
This is not a remote or hybrid position.
Please apply only if working onsite in Rockville is a good fit for you.
Background and Personnel Security Screening
ITP team members are trusted with access to our systems and our clients' technology, information, facilities, devices, and user accounts. Protecting that trust is an important part of how we work.
Employment with IT Productivity requires successful completion of applicable ITP background screening requirements.
This position also requires access to client systems and information that include Controlled Unclassified Information, or CUI.
Before that access can be authorized, the selected individual must successfully complete the personnel security screening required for the position and level of access.
Successful completion of the applicable ITP background screening and required client personnel security screening is a condition of employment in this position.
Compensation
Base Salary Range: $65,000 to $80,000 annually
Compensation within the range will be based on experience, capability, and overall alignment with the responsibilities of the position.
How to Apply
To complete your application and be considered for this position, both steps are required:
- Submit your resume and application through Indeed.
- Complete the Senior IT Support Specialist Application Questionnaire linked at the top of this posting.
We review completed applications and questionnaires together.
After our review, we will personally reach out to selected applicants to coordinate next steps.
Onward and upward!
Pay: $65,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
