Gov IT Desktop Support Technician – ServiceNow

Itero Group, LLC; Fairfax (VA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health & Wellness

Paid Time Off

Retirement Savings

Company-Paid Coverage

Pet Insurance

Student Loan Assistance

FSAs/HSAs

Job summary

Itero Group, LLC is seeking a DSS Systems Administrator to provide desktop support services for a Government client. Responsibilities include managing ServiceNow tickets for ClassNet/OpenNet workstations and related devices, OS support, applications, and peripherals.

The role requires strong customer service, excellent communication, and 5+ years of related experience, with US citizenship and potential security clearance consideration. A+ / Security+ / Network+ certifications are preferred.

Qualifications

• 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.

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.
• Plan, install, 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. Escalate if issue cannot be resolved.
• Prepare and maintain activity and progress reports regarding support activities.
• Coordinate activities across support agencies to deliver support service to customers. Manage escalations to ensure timely resolution of customer issues.
• Identify 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

Communication

ServiceNow knowledge

Tiers 1-2 support

Attention to detail

Interpersonal skills

Customer operations

5+ yrs exp

Education

Associate's degree or equivalent

A+, Security+, Network+

Tools

ServiceNow

Job description

Itero Group, LLC is seeking a DSS Systems Administrator to provide desktop support services for a Government client. Responsibilities include managing ServiceNow tickets for ClassNet/OpenNet workstations and related devices, OS support, applications, and peripherals.

The role requires strong customer service, excellent communication, and 5+ years of related experience, with US citizenship and potential security clearance consideration. A+ / Security+ / Network+ certifications are preferred.