Desktop Support Administrator - 2nd shift

Itero Group • Arlington, VA

14h • Onsite

About The Position

Itero Group is hiring 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 peripheral devices. The position is located in Rosslyn, Virginia, and works a 3 p.m.–11 p.m. shift. An active Top Secret clearance is required.

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 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.
• Customer service operations experience.
• Associate's degree or equivalent experience.
• Active Top Secret clearance or higher.

Nice To Haves

• One or more industry-standard certifications, such as A+, Security+, or Network+.

Responsibilities

• Perform systems administration, troubleshooting, and operational duties on computer systems in response to user tickets and outages.
• Support and maintain commercial off-the-shelf (COTS) and custom-designed applications, including installation, configuration, and troubleshooting.
• Analyze, evaluate, and test software and hardware in response to customer-reported issues.
• Support planning, installation, security, and breakdown activities for new and retired facilities.
• Mitigate identified security issues.
• Research and troubleshoot issues, document tickets, investigate and troubleshoot thoroughly, and escalate fully documented tickets when issues cannot be resolved.
• Prepare and maintain activity and progress reports regarding support activities.
• Coordinate activities across support agencies and manage and track escalations to ensure 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 COTS and GOTS 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.
• Diagnose and repair microcomputer devices.
• Install hardware and software applications on various 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 insurance, life insurance, and AD&D insurance.
• Voluntary benefits, including pet insurance and student loan assistance up to $1,000 annually.
• Flexible spending accounts (FSAs), health savings accounts (HSAs), and wellness programs.

What This Job Offers

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