Itero Group

Desktop Support Administrator

IT Service Desk & End User SupportUpdated on Nov 5

Full-timeSpringfield, VA, USANo salary listedIn-person

About the Job

Requirements

Strong customer service and written and verbal communication skills.
Ability to listen to users and understand the issues they describe.
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.
Strong attention to detail.
Working knowledge of computer terminology.
Customer service operations experience.
At least 5 years of related experience.
An Associate's degree or equivalent experience.
U.S. citizenship and ability to obtain a security clearance.
One or more industry-standard certifications, such as A+, Security+, or Network+.

Responsibilities

Manage the allocation, workflow, and resolution of customer service request tickets pertaining to ClassNet and OpenNet workstations, laptops, operating systems, applications, software, monitors, network printers, digital senders, and other peripheral devices.
Perform systems administration, troubleshooting, and operational duties on computer systems in response to user tickets and outages.
Support and maintain commercial off-the-shelf 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 involved in opening new facilities and retiring facilities.
Mitigate identified security issues.
Research and troubleshoot issues, document tickets, investigate and troubleshoot issues, 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 to deliver customer support services, and manage and track escalations to ensure timely resolution of customer issues.
Identify improvements in hardware, software, or infrastructure-related support services.
Meet program service-level agreements for resolving customer issues.
Provide one-on-one and small-group training in the use of commercial off-the-shelf and government off-the-shelf 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 peripheral devices, including card readers, cameras, headsets, scanners, printers, smartcard readers, and other supported peripheral devices.
Diagnose, troubleshoot, and repair microcomputer devices.
Install hardware and software applications on various computer devices.

Desired Qualifications

A Secret clearance or higher is a plus.

About us

Itero Group is a Women-Owned Small Business focused on simplifying complex transformations. We empower clients in the private and government sectors to become more optimized, digitally enabled, and data-driven organizations through our comprehensive business consulting and innovative delivery solutions.

Itero Group's dedicated team members are experienced thought leaders, tenacious workers, and creative thinkers. We hire people who are passionate about being catalysts for change - in our company, for our clients, throughout our career- and we empower people to express their ideas, create better practices, innovate better products, and become better professionals.

We have been named a Great Place to Work for six years, and offer a competitive salary and benefits package.

A DSS Systems Administrator is responsible for providing Desktop Support Services to our Government client. Duties consist of managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers and pertaining to ClassNet and OpenNet workstations & laptops, operating system support, applications and software, monitors, network printers, digital senders, and other peripheral devices within the organization.

Duties and Responsibilities:

Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.
Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting.
Analyze, evaluate, and test software and hardware in response to issues identified by customer.
Support in the planning, installation, security, and breakdown in support of standing up new facilities and standing down retired facilities.
Mitigate identified security issues.
Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot the issue. Escalate fully documented ticket if issue cannot be resolved.
Prepare and maintain activity and progress reports regarding support activities.
Act to coordinate activities across support agencies to deliver support service to customers. Manage and track escalations to ensure timely resolution of customer issues.
Contribute to identifying improvements in the support of hardware, software, or infrastructure related services.
Work to meet program service level agreements (SLA's) to resolve customer issues.
Provide one-on-one and small group training in the use of applications (COTS & GOTS) and devices to new users and IT Mart visitors.
Install, configure, and troubleshoot microcomputer hardware and software systems, to include servers.
Install, configure, and troubleshoot peripheral devices such as card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices.
Conduct diagnostic troubleshooting and repair for microcomputer devices.
Install hardware and software applications on a myriad of computer devices.

Required Experience:

Strong customer service and communication skills (both written and verbal)
Excellent interpersonal skills, especially ability to listen and understand what is being described.
Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
Experience providing Tiers 1 and 2 technical support with hardware and software.
Excellent attention to detail.
Strong working knowledge of computer terms.
Customer service operations experience.
5 years of related experience.

Education and Clearance:

Associate's degree or equivalent experience
Must be US Citizen and clearable; Secret clearance (or higher) a plus.
One or more industry standard certifications- A+, Security+, Network+; etc.

If you are looking for a role where you will lead with integrity, create and innovate, inspire excellence, be a respected member of the team, drive results, and have fun, we look forward to connecting with you!

Benefits at Itero Group
At Itero Group, we’re proud to offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

Health & Wellness: Medical (BC-BS), dental, and vision plans to suit your needs.
Paid Time Off: Generous PTO, paid holidays, and increasing PTO based on years of service.
Retirement Savings: 401(k) plan with company match and auto-enrollment.
Company-Paid Coverage: Short-term and long-term disability, life insurance, and AD&D insurance.
Additional Options: Voluntary benefits including pet insurance and student loan assistance up to $1,000 annually.
Perks: FSAs, HSAs, wellness programs, and more to enhance your work-life balance.

Join us and enjoy a benefits package designed with you in mind!

Itero Group is an equal opportunity employer and does not discriminate against any employee or applicant because of race, age, sex, color, physical or mental disability, religion, sexual orientation, marital status, national origin, veteran status or political affiliation.

About the Company

Itero Group

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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