Junior IT Operations & Support Specialist

Location: Arlington, VA, us Employment Type: {'id': 'permanent', 'label': 'Full-time'}

Job Description

Junior IT Operations & Support Specialist

Arlington, VA | Onsite | Full Time

Position Overview

Crown Innovations is seeking a customer focused and technically capable Junior IT Operations & Support Specialist to provide day-to-day technology support for approximately 275 employees across the organization.

This position serves as the primary internal point of contact for common end user technology issues involving computers, mobile devices, printers, Microsoft and Apple environments, network connectivity, user access, business applications, office telecommunications, and endpoint systems.

The Junior IT Operations & Support Specialist will manage and monitor Crown’s internal help desk and ticketing process, troubleshoot hardware and software issues, support Microsoft 365 and Microsoft Intune, assist with device deployment and configuration, and maintain accurate IT asset and device records.

This role will work closely with Crown leadership and the company’s third-party IT service provider. The selected individual will independently resolve routine and intermediate support issues while appropriately escalating infrastructure, network, cybersecurity, or other advanced technical matters to Crown’s external IT provider and authorized leadership.

This position requires more than technical aptitude. The successful candidate must be professional, responsive, approachable, and capable of communicating effectively with employees and leadership at all levels of the organization. Strong customer service, judgment, follow-though, and the ability to explain technical issues in clear, practical terms are essential.

This role provides an excellent opportunity for an early career IT professional to build broad experience across endpoint management, Microsoft 365, user support, IT operations, telecommunications, and technology projects while working closely with experienced internal and external technical resources.

Key Responsibilities

Help Desk & User Support

Serve as the primary internal point of contact for employee technology support.

Manage and maintain the company’s IT help desk and ticketing system.

Receive, prioritize, document, troubleshoot, and resolve technical support requests.

Provide timely in person, remote, and telephone based technical assistance.

Troubleshoot common hardware, software, application, account, access, and connectivity issues.

Track recurring issues and identify opportunities to improve IT support processes.

Escalate infrastructure, networking, cybersecurity, and other advanced technical issues to the appropriate external provider or authorized internal resources.

Maintain professional and responsive communication with employees throughout the support process.

Hardware & Endpoint Management

Configure, deploy, maintain, and troubleshoot desktop computers, laptops, monitors, docking stations, peripherals, and mobile devices.

Support both Windows and Apple devices.

Assist with device provisioning, configuration, updates, replacements, and lifecycle management.

Manage and support endpoint devices through Microsoft Intune.

Maintain accurate records of company issued computers, mobile devices, peripherals, and other IT assets.

Support related IT onboarding, employee transfers, and offboarding activities.

Prepare and configure equipment for new employees and ensure devices are properly recovered during separations.

Microsoft 365 & Business Applications

Provide day-to-day support for Microsoft 365 and related Microsoft applications.

Troubleshoot Microsoft accounts, applications, configurations, licensing, and access issues.

Assist with user and device administration within authorized Microsoft environments.

Support employees using Outlook, Teams, Word, Excel, PowerPoint, OneDrive, SharePoint, and other commonly used Microsoft applications.

Assist with employee access to approved business applications and systems.

Network & Connectivity Support

Troubleshoot Wi Fi and Ethernet connectivity issues.

Troubleshoot shared folder and network drive access.

Map and maintain network drives as appropriate.

Perform basic network troubleshooting and diagnostics.

Identify, document, and communicate recurring connectivity issues.

Coordinate with the company’s third-party IT provider on network infrastructure matters requiring escalation.

Printers, Conference Rooms & Peripherals

Install and configure printers and printer drivers.

Troubleshoot local and network printer issues.

Support scanners, monitors, docking stations, conference room technology, and other office peripherals.

Assist with setup and troubleshooting of meeting room and audiovisual equipment.

Telecommunications

Manage office phone assignments and user configurations.

Assist with employee phone setup, changes, and troubleshooting.

Coordinate phone migrations and telecommunications changes.

Maintain accurate telephone and device assignment records.

Work with telecommunications vendors and the company’s third-party IT provider as required.

Third Party IT Provider Coordination

Serve as an internal liaison between employees, management, and Crown’s third party IT provider.

Open, monitor, document, and follow up on escalated service requests.

Provide external technical resources with relevant troubleshooting information and documentation.

Assist with implementation of technology projects involving the external IT provider.

Monitor escalated issues to help ensure they are appropriately assigned and resolved within expected timeframes.

Communicate status updates to affected employees and leadership as appropriate.

Documentation & IT Operations

Develop and maintain documentation for common troubleshooting procedures and internal IT processes.

Maintain accurate records of hardware, software, devices, telecommunications assignments, and other IT assets.

Assist with development and m