Hamdan Resources
ICS Support Specialist
Leesburg, VA - Full Time
Our client is seeking a ICS Support Specialist provides first-tier technical support for our construction operations and corporate staff across multiple office locations. This position serves as the primary point of contact for end-user support, maintains and services user hardware, supports common user software and handles basic network-related issues in our Microsoft-centric environment. The ideal candidate will combine technical expertise with strong customer service skills to support our distributed workforce, including both office-based and field construction personnel.
Minimum Qualifications
· Associate’s degree in information technology, Information Systems Management.
· or similar field OR successful completion of an Information Technology career program from an accredited community college.
· 5+ years of experience in an IT support role in a medium-sized business environment
· Demonstrated experience with:
o Windows 10/11 desktop operating systems
o Microsoft 365 suite (Outlook, Teams, etc.)
o Active Directory user and group management
o Mobile device support (iOS and Android)
o Basic networking concepts and troubleshooting
o Hardware diagnosis and repair
· Valid driver's license and ability to travel to multiple office locations as needed
· The ability to obtain a U.S. federal government TS security clearance.
· Ability to lift and move equipment up to 50 pounds
· Availability to participate in an on-call rotation as needed
Responsibilities
· Provide first-level technical support via phone, email, and ticketing system for hardware, software, and network connectivity issues
· In coordination with the system administrator, manage user accounts, permissions, and access through Active Directory and Microsoft 365
administration
· Configure and deploy laptops, tablets, and mobile devices according to CLIENT’S ICS standard configurations
· Troubleshoot issues with common business applications including Microsoft Office, Adobe Acrobat, Bluebeam Revu, and construction-specific
software
· Assist users with remote access connectivity and VPN configuration
· Support mobile devices (primarily iOS, and Android by exception) including basic troubleshooting, device configuration, app installs, and
coordinating break/fix support.
· Maintain printer and plotter operations, including managing print queues and basic maintenance. Coordinate service of leased print devices
with support vendor.
· Monitor and triage alerts from security and system management platforms
· Document all support interactions in ICS's FreshWorks-based ticketing system
· Provide basic support for our ERP system (Viewpoint Vista) and project management platform (CLIENT’S Project Center) [interface with external
software support team to help with troubleshooting]
· Assist with new employee on-boarding and equipment setup
· Escalate complex technical issues to appropriate ICS team members
· Manage, maintain, support, and replace all computing and telecommunications related to CLIENT’S’s hardware lifecycle and software used by
CLIENT’S end-users. This includes desktop computers, notebooks, laptops, cell phones, VoIP phones, A/V, printing, and other peripherals that are
used to enable operations, corporate functions, business development, and financial management systems.
· Help create and maintain end-user documentation and support guides
· Contribute to help maintain budgets for required work.
Required Interpersonal Skills
· Excellent verbal and written communication abilities, with the ability to explain technical concepts to non-technical users
· Strong customer service orientation and professional demeanor
· Ability to remain calm and effective under pressure
· Demonstrated problem-solving skills and attention to detail
· Self-motivated with the ability to work independently and as part of a team
· Flexibility to adapt to changing priorities and technology environments
· Patience and empathy when dealing with users of varying technical proficiency
Required Technical Skills
Core Networking Concepts
· IPv4 addressing and subnetting
· DNS and DHCP concepts
· Basic network security concepts
· Basic routing and switching concepts
Cyber Security Awareness
· Basic firewall concepts
· Network and Endpoint security best practices
· Endpoint security management
· Password policies
· Understanding of common network threats
Network Troubleshooting
· Understanding and using basic network troubleshooting tools such as ping, traceroute, nslookup, ipconfig/ifconfig
· Wi-Fi signal strength and interference testing
· Ability to diagnose common network connectivity issues
Print Services
· Network printer configuration
· Print server concepts
· Print queue management
Remote Access and VPN
· Understanding of VPN concepts
· Experience configuring VPN clients
· Troubleshooting connection and authentication issues
· Multi-factor authentication (MFA) support
Network Storage and File Sharing
· Understanding of network shares and permissions
· Mapped drive configuration
· Network storage troubleshooting
Wireless Networking
· Wi-Fi standards and protocols (802.11)
· Basic wireless security concepts (WPA2/WPA3)
· Wireless network troubleshooting
· Mobile device network configuration
· Understanding of common wireless interference issues
Internet and Web Applications
· Understanding the basic concepts of HTTP and how web applications work
· Internet security and safe browsing practices
Desired Certifications
Additional consideration for possessing any one or more of the following certifications:
· CompTIA A+
· CompTIA Network+
· CompTIA IT Fundamentals
· Microsoft Technology Associate, IT Infrastructure
· Microsoft 365 Certified, Fundamentals
· Google IT Support Certificate
Additional Notes
· This position may require occasional evening or weekend work for system updates or emergency support, and participation in an on-call rotation schedule may be required.
· This position requires occasional travel within the DC-VA-MD metro region to regional and field offices and other regional offices including but not limited to Richmond, VA, and York, PA.
The CLIENT provides voluntary and company-paid health and welfare benefits, paid vacation, sick, and holiday time off, and a 401k match. We also fully support training and professional growth.
Minimum Qualifications
· Associate’s degree in information technology, Information Systems Management.
· or similar field OR successful completion of an Information Technology career program from an accredited community college.
· 5+ years of experience in an IT support role in a medium-sized business environment
· Demonstrated experience with:
o Windows 10/11 desktop operating systems
o Microsoft 365 suite (Outlook, Teams, etc.)
o Active Directory user and group management
o Mobile device support (iOS and Android)
o Basic networking concepts and troubleshooting
o Hardware diagnosis and repair
· Valid driver's license and ability to travel to multiple office locations as needed
· The ability to obtain a U.S. federal government TS security clearance.
· Ability to lift and move equipment up to 50 pounds
· Availability to participate in an on-call rotation as needed
Responsibilities
· Provide first-level technical support via phone, email, and ticketing system for hardware, software, and network connectivity issues
· In coordination with the system administrator, manage user accounts, permissions, and access through Active Directory and Microsoft 365
administration
· Configure and deploy laptops, tablets, and mobile devices according to CLIENT’S ICS standard configurations
· Troubleshoot issues with common business applications including Microsoft Office, Adobe Acrobat, Bluebeam Revu, and construction-specific
software
· Assist users with remote access connectivity and VPN configuration
· Support mobile devices (primarily iOS, and Android by exception) including basic troubleshooting, device configuration, app installs, and
coordinating break/fix support.
· Maintain printer and plotter operations, including managing print queues and basic maintenance. Coordinate service of leased print devices
with support vendor.
· Monitor and triage alerts from security and system management platforms
· Document all support interactions in ICS's FreshWorks-based ticketing system
· Provide basic support for our ERP system (Viewpoint Vista) and project management platform (CLIENT’S Project Center) [interface with external
software support team to help with troubleshooting]
· Assist with new employee on-boarding and equipment setup
· Escalate complex technical issues to appropriate ICS team members
· Manage, maintain, support, and replace all computing and telecommunications related to CLIENT’S’s hardware lifecycle and software used by
CLIENT’S end-users. This includes desktop computers, notebooks, laptops, cell phones, VoIP phones, A/V, printing, and other peripherals that are
used to enable operations, corporate functions, business development, and financial management systems.
· Help create and maintain end-user documentation and support guides
· Contribute to help maintain budgets for required work.
Required Interpersonal Skills
· Excellent verbal and written communication abilities, with the ability to explain technical concepts to non-technical users
· Strong customer service orientation and professional demeanor
· Ability to remain calm and effective under pressure
· Demonstrated problem-solving skills and attention to detail
· Self-motivated with the ability to work independently and as part of a team
· Flexibility to adapt to changing priorities and technology environments
· Patience and empathy when dealing with users of varying technical proficiency
Required Technical Skills
Core Networking Concepts
· IPv4 addressing and subnetting
· DNS and DHCP concepts
· Basic network security concepts
· Basic routing and switching concepts
Cyber Security Awareness
· Basic firewall concepts
· Network and Endpoint security best practices
· Endpoint security management
· Password policies
· Understanding of common network threats
Network Troubleshooting
· Understanding and using basic network troubleshooting tools such as ping, traceroute, nslookup, ipconfig/ifconfig
· Wi-Fi signal strength and interference testing
· Ability to diagnose common network connectivity issues
Print Services
· Network printer configuration
· Print server concepts
· Print queue management
Remote Access and VPN
· Understanding of VPN concepts
· Experience configuring VPN clients
· Troubleshooting connection and authentication issues
· Multi-factor authentication (MFA) support
Network Storage and File Sharing
· Understanding of network shares and permissions
· Mapped drive configuration
· Network storage troubleshooting
Wireless Networking
· Wi-Fi standards and protocols (802.11)
· Basic wireless security concepts (WPA2/WPA3)
· Wireless network troubleshooting
· Mobile device network configuration
· Understanding of common wireless interference issues
Internet and Web Applications
· Understanding the basic concepts of HTTP and how web applications work
· Internet security and safe browsing practices
Desired Certifications
Additional consideration for possessing any one or more of the following certifications:
· CompTIA A+
· CompTIA Network+
· CompTIA IT Fundamentals
· Microsoft Technology Associate, IT Infrastructure
· Microsoft 365 Certified, Fundamentals
· Google IT Support Certificate
Additional Notes
· This position may require occasional evening or weekend work for system updates or emergency support, and participation in an on-call rotation schedule may be required.
· This position requires occasional travel within the DC-VA-MD metro region to regional and field offices and other regional offices including but not limited to Richmond, VA, and York, PA.
The CLIENT provides voluntary and company-paid health and welfare benefits, paid vacation, sick, and holiday time off, and a 401k match. We also fully support training and professional growth.
Hamdan Resources, LLC is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer (EEO/AA), making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship and/or authorization to work within the U.S.is required for most positions.
