Desktop Support Administrator

Itero Group•Washington, DC

About The Position

Itero Group is seeking a Desktop Support Administrator to provide Desktop Support Services to a government client. The role manages the allocation, workflow, and resolution of ServiceNow service request tickets involving ClassNet and OpenNet workstations and laptops, operating systems, applications and software, monitors, network printers, digital senders, and other organizational peripheral devices. The administrator performs systems administration, troubleshooting, and operational work in response to user tickets and outages. The position supports and maintains commercial off-the-shelf (COTS) and custom-designed applications, analyzes and tests hardware and software, helps plan and support facility stand-ups and retirements, mitigates security issues, documents and escalates tickets, coordinates service delivery across support agencies, and works toward service-level agreements. The role also provides individual and small-group user training and installs, configures, troubleshoots, and repairs computer systems, servers, applications, and peripheral devices. The role requires five years of related experience, an associate’s degree or equivalent experience, and U.S. citizenship with the ability to obtain a clearance. A Secret clearance or higher is a plus, as are industry-standard certifications such as A+, Security+, or Network+.

Requirements

Five years of related experience.
Associate’s degree or equivalent experience.
U.S. citizenship and ability to obtain a security clearance.
Strong customer service and written and verbal communication skills.
Excellent interpersonal skills, including the ability to listen and understand issues being described.
Working knowledge of the ServiceNow ticketing system, including creating, updating, and closing tickets.
Experience providing Tier 1 and Tier 2 hardware and software technical support.
Excellent attention to detail.
Strong working knowledge of computer terminology.
Experience in customer service operations.

Nice To Haves

Secret clearance or higher.
One or more industry-standard certifications, such as A+, Security+, or Network+.

Responsibilities

Perform systems administration, troubleshooting, and operational duties in response to user tickets and outages.
Support and maintain COTS and custom-designed applications, including installation, configuration, and troubleshooting.
Analyze, evaluate, and test software and hardware in response to customer-identified issues.
Support the planning, installation, security, and breakdown of facilities being stood up or retired.
Mitigate identified security issues.
Research and troubleshoot issues, document tickets, investigate problems, and escalate fully documented tickets when they cannot be resolved.
Prepare and maintain activity and progress reports on support activities.
Coordinate activities across support agencies and manage and track escalations to support timely resolution of customer issues.
Identify improvements to hardware, software, and infrastructure-related support services.
Work to meet program service-level agreements for resolving customer issues.
Provide one-on-one and small-group training on applications and devices to new users and IT Mart visitors.
Install, configure, and troubleshoot microcomputer hardware and software systems, including servers.
Install, configure, and troubleshoot supported peripheral devices, including card readers, cameras, headsets, scanners, printers, and smartcard readers.
Conduct diagnostic troubleshooting and repair of microcomputer devices.
Install hardware and software applications on a variety of computer devices.
Manage the allocation, workflow, and resolution of ServiceNow service request tickets related to ClassNet and OpenNet systems and associated equipment.