Service Desk Administrator

SOSi; Reston (VA); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Tuition assistance

Job summary

A technology services company is seeking a Service Desk Administrator in Reston, VA. The role involves resolving end-user issues, assisting with IT asset management, and troubleshooting operating systems. Candidates should possess an Associate's degree in IT and three or more years of experience in End User Support. This role offers a hybrid work environment with benefits including medical insurance and 401(k).

Qualifications

• Three+ years’ experience with End User Support.
• Extensive expertise in Windows operating systems.
• Experience providing support on Microsoft platform.

Responsibilities

• Resolve end-user issues within defined Service Level Agreements.
• Assist with IT asset management.
• Perform troubleshooting of Windows/macOS operating systems.

Skills

End User Support

Windows operating systems

Microsoft Office 365

Communication skills

Troubleshooting

IT asset management

Education

Associate's degree in IT or related field

Tools

Microsoft Teams

Manage Engine ticketing system

Job description

Join to apply for the Service Desk Administrator role at SOSi

SOSi is seeking a Service Desk Administrator in our Reston VA Headquarters.

Responsibilities

• Resolve end-user issues and fulfill Service Desk requests within defined Service Level Agreements, including login/access, application and hardware support, break/fix instructions, ticket routing and escalation to Tiers 3 or 4 support.
• Assist with IT asset management, including procurement, tracking, and disposal of hardware and software assets.
• Perform preliminary troubleshooting of Windows/macOS operating systems and all standard software.
• Troubleshoot hardware such as printers and workstations (Laptops and Desktops).
• Resolves IT problems for users in-person or via remote.
• Monitor IT systems and networks for performance and security issues, escalating as necessary.
• Prepares report summaries on Service Desk activities.
• Identifies reoccurring issues and recommends constructive resolution.
• Maintains updates and creates Service Desk documentation.
• Conduct user training and create user documentation for IT systems and applications in the form of a knowledge base for common issues or incidents.
• Participate in after-hours support as required by business needs.
• Stay updated with industry trends and best practices in IT support and service management.

Qualifications

• Associate’s degree or higher in IT, Network Systems, or related work experience.
• Three+ years’ experience with End User Support.
• Extensive expertise in Windows operating systems.
• Excellent interpersonal and communication skills with the ability to interact with others at all levels.
• Experience providing support on Microsoft platform: Microsoft Office 365, Microsoft Teams.
• Experience with VTC Systems and AV support.
• Proven communication skills - both written and verbal presentation.

Preferred Qualifications

• Bachelor’s Degree in Computer Science, or a related field.
• Experience in MS Windows Server Environments, VMware Virtual Infrastructure & MS SQL Databases is a plus.
• ITIL Foundation certification is a plus.
• Familiarity with ISO 20000 is a plus.
• Manage Engine ticketing system is a plus.
• Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified Solutions Expert (MCSE) is a plus.
• Experience with Apple products (Mac, iPhone, iPad) is a plus.
• Experience with Android/iOS devices is a plus.
• Experience with Service Desk Management System.
• Experience in the Defense and Government Services Industry.

Hybrid work environment and occasional travel may be required.

• Medical insurance
• Vision insurance
• 401(k)
• Tuition assistance