Itero Group, LLC · 1 week ago
Desktop Support Administrator
Washington, DC
Full-time
Onsite
Senior Level
5+ years expItero Group is a Women-Owned Small Business focused on simplifying complex transformations. The Desktop Support Administrator is responsible for providing Desktop Support Services to government clients, managing service request tickets, and ensuring effective troubleshooting and resolution of technical issues.
Information TechnologyTraining
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Support in the planning, installation, 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. Ensure all appropriate steps are taken to investigate and troubleshoot the issue. Escalate fully documented ticket if issue cannot be resolved
Prepare and maintain activity and progress reports regarding support activities
Act to coordinate activities across support agencies to deliver support service to customers. Manage and track escalations to ensure timely resolution of customer issues
Contribute to identifying 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
Qualification
Required
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
Associate's degree or equivalent experience
Must be US Citizen and clearable; Secret clearance (or higher) a plus
One or more industry standard certifications- A+, Security+, Network+; etc
Benefits
Medical (BC-BS), dental, and vision plans to suit your needs.
Generous PTO, paid holidays, and increasing PTO based on years of service.
401(k) plan with company match and auto-enrollment.
Short-term and long-term disability, life insurance, and AD&D insurance.
Voluntary benefits including pet insurance and student loan assistance up to $1,000 annually.
FSAs, HSAs, wellness programs, and more to enhance your work-life balance.
Company
Itero Group, LLC
Itero Group is a Women-Owned Small Business that brings simplicity to complex transformations.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Amie Carabetta
Vice President Client Services
Roger Harman
Vice President Client Delivery
Recent News
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