Spry Methods

IT and cybersecurity services for government

Laboratory Technical Support

IT Service Desk & End User SupportUpdated on Nov 6

Full-timeQuantico, VA, USA$70k - $80k /yr

About the Job

Requirements

A Top Secret security clearance is required.
A bachelor's degree or equivalent experience is required; one year of education may substitute for 1.5 years of experience. Listed certifications may be accepted in lieu of a degree, including CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, and AWS Cloud Practitioner.
Five to eight years of experience are required; certifications or past work may demonstrate the required experience level in the absence of stated years.
Familiarity with software for tracking issues and customer interactions is required.
Experience with in-depth problem-solving solutions is required.

Responsibilities

Provide support to end users across a variety of issues by identifying, researching, and resolving technical problems; respond to telephone, email, and personnel requests; and document, track, and monitor problems through timely resolution.
Establish and maintain a responsive IT support service desk for user inquiries, technical issues, and service requests.
Provide Level 1, Level 2, and Level 3 support for technical and scientific-instrumentation issues, escalating issues as appropriate.
Develop and implement standard operating procedures for common IT support scenarios.
Monitor and analyze service-desk performance metrics, including response times and user satisfaction, to improve service quality.
Maintain a knowledge base and self-service portal with troubleshooting guides, FAQs, and other user-support resources.
Implement and maintain remote-support tools for users who are not physically present.
Collaborate with other IT teams to address systemic issues and improve IT service delivery in alignment with laboratory objectives.
Report on IT support activities, including incident trends, resolution times, and user feedback, to inform decision-making and strategic planning.
Consolidate existing laboratory IT service desks into a single unified service-desk instance addressing both user issues and scientific-instrumentation issues.
Operate the help desk from 6 a.m. to 6 p.m. Eastern Time and, as needed, support emergency or after-hours issues.

Desired Qualifications

Previous experience using JIRA as a ticketing system is preferred.
Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti is preferred.

Salary Range: 70000 to 80000 (Currency: USD) (Pay period: per-year-salary)

Who We’re Looking For (Position Overview):

Spry is seeking a Service Desk Support Senior to join our team in Quantico, VA. We are looking for someone with experience providing technical support to end-users, managing helpdesk operations, troubleshooting IT issues, and ensuring high levels of user satisfaction. This also includes tracking and resolving IT incidents and service requests. Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.

What Your Day-To-Day Looks Like (Position Responsibilities):

You will provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution.
Shall establish and maintain a responsive IT support service desk to handle user inquiries, technical issues, and service requests efficiently and effectively.
Shall provide multi-tiered support, including Level 1, Level 2, Level 3 support services, to address a wide range of technical and scientific instrumentation issues and escalate issues appropriately.
Shall develop and implement standard operating procedures (SOPs) for common IT support scenarios, ensuring consistent and effective handling of user issues.
Shall monitor and analyze service desk performance metrics such as response times and user satisfaction, to continuously improve service quality.
Shall maintain a comprehensive knowledge base and self-service portal for users, providing access to troubleshooting guides, FAQs, and other user support resources.
Shall implement and maintain remote support tools to assist users who are not physically present, ensuring broad accessibility of IT support services.
Shall collaborate with other IT teams to address systemic issues and improve overall IT service delivery, ensuring alignment with Laboratory objectives.
Shall provide detailed reports on IT support activities, including incident trends, resolution times, and user feedback, to inform decision-making and strategic planning.
Shall consolidate all existing IT service desks across the Laboratory into a single, unified service desk instance, capable of addressing both user issues and issues with scientific instrumentation.
* Operate help desk 6am to 6pm ET and as needed to support emergency or after-hours issues

What You Need to Succeed (Minimum Requirements):

Top Secret security clearance
Bachelors degree or equivalent experience (1 year of education = 1.5 years of experience) Certifications in lieu of degree include but not limited to: CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, AWS Cloud Practitioner.
5 to 8 years’ experience (in absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level).
Familiarity with the use of software to track issues and customer interactions.
Experience in-depth problem solving solutions.

Ideally, You Also Have (Preferred Qualifications):

Tickets are handled primarily through JIRA. Previous experience using JIRA as a ticketing system is preferred.
Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti is preferred.

#CJ

About the Company

Spry Methods

IT and cybersecurity services for government

Spry Methods provides IT and cybersecurity solutions for enterprise and government clients. It offers services such as cybersecurity management, intelligence operations, data assurance, IT infrastructure support, software development, and program management, all designed to defend assets and streamline operations. The company works through a combination of security processes and integrated IT operations, backed by ISO 9001:2015 and CMMI Level 3 certifications to ensure consistent quality. Its differentiators include a strong focus on mission-critical, government and enterprise work, a track record of securing high-profile contracts like the CIO SP3 Small Business Contract, and a talent-driven culture that emphasizes hiring top professionals. The goal is to help clients digitally transform their operations while improving security and efficiency.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: McLean, VA
Founded: 2001

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