Gov Desktop Support Specialist – ServiceNow & Security

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, 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.