Desktop Support Administrator

Itero Group; Springfield (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health & Wellness

PTO and Holidays

401(k) plan with match

Disability & Life Insurance

Voluntary benefits

Job summary

Itero Group, a Women-Owned Small Business, is hiring a DSS Systems Administrator to deliver Desktop Support Services to a Government client. You will handle ServiceNow tickets for ClassNet/OpenNet workstations, manage hardware, software, and peripherals, and support security and facility transitions.

The role emphasizes SLA adherence, customer service, and coordination across support agencies. US citizenship and clearance suitability required. A+/Security+/Network+ certs are preferred.

Qualifications

• Strong customer service and communication skills (both written and verbal).
• 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.

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.

Skills

Customer service

ServiceNow

Tier 1/2 support

Attention to detail

Strong communication

Education

Associate's degree or equivalent experience

Job description

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.