Hybrid IT Service Desk & SharePoint Admin

SMS Data Products Group, Inc.; McLean (VA); Hybrid; USD 70,000 - 90,000; Full time

Job summary

SMS Data Products Group, Inc. in McLean, VA, seeks an IT Service Desk Analyst II to serve as primary contact for end-user technology support across the organization, resolving hardware, software, account, and connectivity issues in a timely, professional manner.

The role focuses on front-line Tier 1 support (~80%) and SharePoint Online/Collaboration administration (~20%), with a hybrid work schedule rotating onsite and remote.

Qualifications

• 3+ years of hands-on IT service desk or end-user support experience.
• Associate or bachelor's degree in IT, Computer Science, or related field preferred.
• Experience administering SharePoint Online (sites/permissions).
• Experience with Microsoft 365 tools required.
• Familiarity with Fillout and Notion forms/workflows preferred.

Responsibilities

• Serve as first point of contact for incoming support requests via phone, email, ticketing system, and chat.
• Diagnose and resolve Tier 1 incidents for desktops, laptops, mobile devices, and common apps; escalate complex issues with documentation.
• Provide remote and on-site end-user support when needed.
• Manage user accounts and access provisioning in Active Directory and Entra ID.
• Maintain SLA targets for response and resolution; update knowledge base.

Skills

Customer service

Clear communication

Problem solving

Adaptability

Education

Bachelor's degree in IT or related field

Associate degree preferred

Tools

Microsoft 365

SharePoint Online

Active Directory/Entra ID

Fillout/Notion forms

IT service management systems

Job description

SMS Data Products Group, Inc. in McLean, VA, seeks an IT Service Desk Analyst II to serve as primary contact for end-user technology support across the organization, resolving hardware, software, account, and connectivity issues in a timely, professional manner.

The role focuses on front-line Tier 1 support (~80%) and SharePoint Online/Collaboration administration (~20%), with a hybrid work schedule rotating onsite and remote.