Desktop Support Administrator

Itero Group • Springfield, VA

2d

About The Position

The Desktop Support Administrator provides Desktop Support Services to a government client. The role manages the allocation, workflow, and resolution of ServiceNow service request tickets related to ClassNet and OpenNet workstations and laptops, operating systems, applications and software, monitors, network printers, digital senders, and other organizational peripherals. The administrator performs systems administration, troubleshooting, and operational work in response to user tickets and outages, and supports COTS and custom-designed applications through installation, configuration, and troubleshooting.

The position also supports facility stand-ups and retirements, mitigates security issues, researches and documents problems, coordinates support across agencies, tracks escalations, and works toward program service-level agreements. It includes preparing activity and progress reports, identifying service improvements, providing individual and small-group user training, and installing, configuring, troubleshooting, and repairing computer systems, servers, and peripheral devices.

Candidates need an associate's degree or equivalent experience, five years of related experience, and U.S. citizenship with the ability to obtain a clearance. A Secret clearance or higher is a plus. One or more industry-standard certifications, such as A+, Security+, or Network+, are requested.

Requirements

• Five years of related experience.
• Strong customer service and written and verbal communication skills.
• Excellent interpersonal skills, including the ability to listen and understand customer descriptions of issues.
• Working knowledge of the ServiceNow ticketing system, including creating, updating, and closing tickets.
• Experience providing Tier 1 and Tier 2 technical support for hardware and software.
• Excellent attention to detail.
• Strong working knowledge of computer terminology.
• Experience in customer service operations.
• Associate's degree or equivalent experience.
• Must be a U.S. citizen and able to obtain a security clearance.
• One or more industry-standard certifications, such as A+, Security+, or Network+.

Nice To Haves

• Secret clearance or higher.

Responsibilities

• Manage the allocation, workflow, and resolution of ServiceNow service request tickets for ClassNet and OpenNet systems, software, and peripherals.
• Perform systems administration, troubleshooting, and operational duties in response to user tickets and outages.
• Support COTS and custom-designed applications, including installation, configuration, and troubleshooting.
• Analyze, evaluate, and test software and hardware in response to customer-identified issues.
• Support planning, installation, security, and breakdown activities for new and retired facilities.
• Mitigate security issues and research and troubleshoot identified problems.
• Document tickets, investigate issues, take appropriate troubleshooting steps, and escalate fully documented tickets when issues cannot be resolved.
• Prepare and maintain activity and progress reports about support work.
• Coordinate activities across support agencies and manage and track escalations to help ensure timely resolution.
• Contribute to improvements in support for hardware, software, and infrastructure-related services.
• Work to meet program service-level agreements for resolving customer issues.
• Provide one-on-one and small-group training on COTS and GOTS applications and devices to new users and IT Mart visitors.
• Install, configure, and troubleshoot microcomputer hardware and software, including servers.
• Install, configure, troubleshoot, and repair supported peripherals, including card readers, cameras, headsets, scanners, printers, and smartcard readers.
• Install hardware and software applications on a range of computer devices.

Benefits

• Medical, dental, and vision plans.
• Generous paid time off and paid holidays, with PTO increasing based on years of service.
• 401(k) plan with company match and auto-enrollment.
• Company-paid short-term and long-term disability coverage, life insurance, and AD&D insurance.
• Voluntary pet insurance and student loan assistance of up to $1,000 annually.
• Flexible spending accounts (FSAs), health savings accounts (HSAs), and wellness programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree