IT Support Specialist

1 week ago

Herndon, Virginia, United States SOSi Full time
Position Overview

SOS International LLC (SOSi) is in search of a Service Desk Administrator to be based at our headquarters in Reston, VA. The individual in this role will oversee all facets of IT assistance provided to our employees and independent contractors. Responsibilities encompass a variety of Service Desk functions, AV/VTC support, management of laptop inventory, laptop configurations, and mobile device oversight. A key aspect of this position is the ongoing enhancement of these functions through root cause analysis, leveraging data-driven metrics.

Key Responsibilities
  • Address end-user concerns and fulfill Service Desk requests in accordance with established Service Level Agreements, covering login/access issues, application and hardware support, break/fix guidance, ticket routing, and escalation to higher support tiers.
  • Assist in the management of IT assets, including the procurement, tracking, and disposal of hardware and software resources.
  • Conduct initial troubleshooting for Windows/macOS operating systems and standard software applications.
  • Troubleshoot hardware issues related to printers, scanners, and workstations (both laptops and desktops).
  • Resolve IT challenges for users either in-person or through remote assistance.
  • Monitor IT systems and networks for performance and security concerns, escalating issues as necessary.
  • Compile report summaries detailing Service Desk activities.
  • Identify recurring issues and propose effective resolutions.
  • Maintain and update Service Desk documentation.
  • Facilitate user training and develop user documentation for IT systems and applications, creating a knowledge base for common issues or incidents.
  • Participate in after-hours support as dictated by business requirements.
  • Stay informed about industry trends and best practices in IT support and service management.
Qualifications
  • Associate's degree or higher in IT, Network Systems, or equivalent work experience.
  • A minimum of 3 years of experience in End User Support.
  • Comprehensive knowledge of Windows operating systems.
  • Strong interpersonal and communication skills, capable of engaging with individuals at all levels.
  • Experience providing support on Microsoft platforms, including Microsoft Office 365 and Microsoft Teams.
  • Familiarity with VTC Systems and AV support.
  • Demonstrated communication skills, both written and verbal.
  • Ability to lift up to 50 lbs.
Preferred Qualifications
  • Bachelor's Degree in Computer Science or a related field.
  • Experience in MS Windows Server Environments, VMware Virtual Infrastructure, and MS SQL Databases is advantageous.
  • ITIL Foundation certification is a plus.
  • Familiarity with ISO 20000 standards is beneficial.
  • Experience with Manage Engine ticketing system is desirable.
  • Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified Solutions Expert (MCSE) certification is preferred.
  • Experience with Apple products (Mac, iPhone, iPad) is a plus.
  • Experience with Android/iOS devices is beneficial.
  • Experience with Service Desk Management Systems.
  • Experience in the Defense and Government Services sector is a plus.
Work Environment
  • Hybrid work setting.
  • Occasional travel may be necessary.

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