Service Desk Support

Spry Methods, Inc.; Quantico (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

End-user support

Helpdesk management

Troubleshooting

User satisfaction

Education

Bachelor's degree or equivalent experience

Tools

ITSU ticketing system

Jira

Ivanti Neurons

Azure DevOps

Microsoft Service Manager

SharePoint

Job description

Who We’re Looking For (Position Overview):

Spry is seeking a Service Desk Support Sr to join our team in Quantico, VA. We are looking for someone with experience providing technical support to end-users, managing helpdesk operations, troubleshooting IT issues, and ensuring high levels of user satisfaction. This also includes tracking and resolving IT incidents and service requests. Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.

What Your Day-To-Day Looks Like (Position Responsibilities):

• You will provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution
• Shall establish and maintain a responsive IT support service desk to handle user inquiries, technical issues, and service requests efficiently and effectively
• Shall utilize the ITSU ticketing system, anticipated to be Jira, to track and resolve IT support requests, ensuring timely responses and resolution of issues
• Shall provide multi-tiered support, including Level 1, Level 2, Level 3 support services, to address a wide range of technical and scientific instrumentation issues and elevate issues appropriately
• Shall develop and implement standard operating procedures (SOPs) for common IT support scenarios, ensuring consistent and effective handling of user issues
• Shall monitor and analyze service desk performance metrics such as response times and user satisfaction, to continuously improve service quality
• Shall maintain a comprehensive knowledge base and self-service portal for users, providing access to troubleshooting guides, FAQs, and other user support resources
• Shall implement and maintain remote support tools to assist users who are not physically present, ensuring broad accessibility of IT support services
• Shall collaborate with other IT teams to address systemic issues and improve overall IT service delivery, ensuring alignment with Laboratory objectives
• Shall provide detailed reports on IT support activities, including incident trends, resolution times, and user feedback, to inform decision-making and strategic planning
• Shall consolidate all existing IT service desks across the Laboratory into a single, unified service desk instance, capable of addressing both user issues and issues with scientific instrumentation
• Operate help desk 6am to 6pm ET and as needed to support emergency or after-hours issues

What You Need to Succeed (Minimum Requirements):

• Top Secret security clearance
• Bachelors degree or equivalent experience (1 year of education = 1.5 years of experience) Certifications in lieu of degree include but not limited to: CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, AWS Cloud Practitioner.
• Minimum of 8 years’ experience (in absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level)
• Familiarity with the use of software to track issues and customer interactions.
• Experience in-depth problem solving solutions.

Ideally, You Also Have (Preferred Qualifications):

• ITSU tickets are currently handled using various methods: Ivanti Neurons, Azure DevOps, Microsoft Service Manager, SharePoint, Email Distributions. In the future it will primarily be JIRA. It is preferred that you have familiarity with at least two of these ticketing methods.
• Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti is preferred.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.