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Service Desk Administrator

1 month ago

Reston, Virginia, United States SOS International LLC Full time
Job Summary

SOS International LLC is seeking a skilled Service Desk Administrator to provide top-notch IT support to its employees and independent contractors. As a key member of our team, you will be responsible for resolving end-user issues, fulfilling Service Desk requests, and continuously improving our IT support functions.

Key Responsibilities
  • Resolve end-user issues and fulfill Service Desk requests within defined Service Level Agreements.
  • 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/scanners and workstations (Laptops and Desktops).
  • Resolve IT problems for users in-person or via remote.
  • Monitor IT systems and networks for performance and security issues, escalating as necessary.
  • Prepare report summaries on Service Desk activities.
  • Identify reoccurring issues and recommends constructive resolution.
  • Maintain 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.
Requirements
  • Associates degree or higher in IT, Network Systems, or related work experience.
  • 3 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.
  • Ability to lift 50lbs.
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