Senior IT Service Desk Specialist

Spry Methods, Inc.; Quantico (VA); Vor Ort; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

Spry Methods, Inc. in Quantico, VA is seeking a Senior Service Desk Support to deliver expert IT end-user support, manage the helpdesk, and drive incident resolution across multiple projects within a laboratory environment.

The role requires a Top Secret clearance, a Bachelor’s degree or equivalent experience, and at least 8 years in advanced IT support. Expect multi-tiered support, SOP development, and performance metrics reporting as part of daily duties.

Qualifikationen

• Top Secret clearance is required.
• Bachelor's degree or equivalent experience; certifications may substitute.
• Minimum of 8 years’ experience in a senior IT support role; certifications or past work may count toward experience level.
• Familiarity with software to track issues and customer interactions.
• Experience in-depth problem solving solutions.

Aufgaben

• Provide support to end users across diverse issues; research, diagnose and resolve technical problems.
• Maintain responsive IT service desk; handle inquiries and service requests efficiently.
• Track and resolve IT requests using ITSM tools; ensure timely responses.
• Offer multi-tiered support (L1-L3) for various IT and instrumentation issues.
• Develop and implement SOPs for common IT support scenarios.
• Monitor service desk performance metrics and drive improvements.
• Build a knowledge base and self-service portal for users.
• Implement and maintain remote support tools for off-site users.
• Collaborate with IT teams to align with Laboratory objectives.
• Provide detailed reports on incident trends, resolution times, and user feedback.
• Consolidate existing IT service desks into a single unified desk across the Laboratory.
• Support operations 6am–6pm ET and after-hours as needed.

Kenntnisse

End-user support

Helpdesk management

Troubleshooting

User satisfaction

Ausbildung

Bachelor's degree or equivalent experience

Tools

ITSU ticketing system

Jira

Ivanti Neurons

Azure DevOps

Microsoft Service Manager

SharePoint

Jobbeschreibung

Spry Methods, Inc. in Quantico, VA is seeking a Senior Service Desk Support to deliver expert IT end-user support, manage the helpdesk, and drive incident resolution across multiple projects within a laboratory environment.

The role requires a Top Secret clearance, a Bachelor’s degree or equivalent experience, and at least 8 years in advanced IT support. Expect multi-tiered support, SOP development, and performance metrics reporting as part of daily duties.