IT Support Specialist

About the role

Expel, a cloud-based cybersecurity company, is looking for an IT Support Specialist to be the first point of contact for end-users and the face of IT at its Herndon, VA headquarters. This is an onsite role, expected 3 to 5 days per week, for candidates living in the Washington D.C. metropolitan area.

Key responsibilities

• Resolve everyday device, account and app issues, and escalate matters needing admin or engineering changes.
• Keep users informed on the status of their requests.
• Provide walk-up and break-fix support for conference rooms, AV, kiosks and shared-space technology.
• Run new-hire onboarding and ensure access and equipment are ready on day one.
• Work with the device lifecycle vendor so assets arrive and return on time.
• Deliver one-on-one, small-group and organization-wide training on tools.
• Keep user documentation and the IT knowledge base current, and recommend improvements from recurring ticket patterns.

Required profile

• 1+ year of professional experience in IT support, help desk or a related role.
• Associate's degree or equivalent.
• Ability to balance interrupt-driven tasks with planned work, and strong customer service and communication skills.
• Only applicants authorized to work in the United States; visa sponsorship is not offered.

Required skills

• Troubleshooting macOS and Windows devices.
• Google Workspace, Slack, Zoom, 1Password, Confluence and Jira.
• Okta, including sign-in and MFA support.
• Zoom Rooms and Neat devices.
• Jira Service Management ticketing system.
• Basic networking concepts such as VLANs, subnets and wireless troubleshooting.
• Use of AI tools such as Claude and Gemini.
• CompTIA A+, Network+ or Jamf Certified Associate (Jamf Pro is a plus).

What we offer

• Base salary of $57,000 to $82,000 USD, with a target of $60,000 to $77,000, plus bonus eligibility and equity.
• Unlimited PTO, work location flexibility and up to 24 weeks of parental leave.
• Health benefits and a supportive team of problem solvers.