Itero Group is a Women-Owned Small Business focused on bringing simplicity to complex transformations. We empower clients in both the private and government sectors to become more optimized, digitally enabled, data-driven organizations through our comprehensive business consulting and innovative delivery solutions.

Itero Group's dedicated team members are experienced thought leaders, tenacious workers, and creative thinkers. We hire people who are passionate about being catalysts for change - in our company, for our clients, and throughout our communities and we empower people to express their ideas, create better practices, innovate better products, and become better professionals.

We have been named a Great Place to Work for five years, offer a competitive salary and benefits package. We are hiring a Helpdesk Technician in Sterling, VA.

**Job Summary**:
**Key Responsibilities**:

- **First Point of Contact**: Serve as the initial point of contact for all technical support requests, providing timely and effective solutions to user issues.
- **SysAid Management**: Utilize SysAid to log, track, and manage support tickets, ensuring accurate and detailed documentation of issues and resolutions.
- **Troubleshooting**: Diagnose and resolve hardware, software, and network issues, escalating more complex problems to Level Two support when necessary.
- **User Assistance**: Assist users with software installations, configurations, and basic network troubleshooting.
- **Remote Support**: Provide remote support to users, utilizing remote desktop tools and other resources to resolve issues efficiently.
- **Knowledge Base Maintenance**: Contribute to the internal knowledge base by documenting common issues and solutions.
- **Customer Service**: Maintain a high level of customer service, ensuring that all users are treated with respect and that their issues are resolved promptly.
- **Follow-Up**: Conduct follow-up to ensure that issues are fully resolved and users are satisfied with the support received.
- **System Monitoring**: Monitor system performance and notify senior technicians of any potential issues.

**Qualifications**:

- **Education**: An associate degree in IT or higher.
- **Experience**: Previous experience in a helpdesk or IT support role, preferably with experience using SysAid or similar helpdesk software.
- **Technical Skills**: Basic knowledge of computer hardware, software, and network troubleshooting. Familiarity with Windows and Mac operating systems.
- **Communication Skills**: Excellent verbal and written communication skills, with the ability to explain technical issues in a clear and understandable manner.
- **Problem-Solving**: Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.
- **Customer Service**: Demonstrated commitment to providing exceptional customer service.
- **Team Player**: Ability to work effectively both independently and as part of a team.
- **Certifications**: CompTIA A+ or similar certification is a plus.

If you are looking for a role where you will lead with integrity, create and innovate, inspire excellence, be a respected member of the team, drive results and have fun, we look forward to connecting with you

Itero Group is an equal opportunity employer and does not discriminate against any employee or applicant because of race, age, sex, color, physical or mental disability, religion, sexual orientation, marital status, national origin, or political affiliation.