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IT Support Specialist

2 months ago

Herndon, Virginia, United States SOSi Full time
Position Overview

SOS International LLC (SOSi) is looking for a Service Desk Administrator to be part of our team. The Service Desk Administrator will oversee all facets of IT assistance provided to our personnel and independent contractors. This role encompasses various Service Desk operations, audio-visual and video teleconferencing support, managing laptop inventory, configuring laptops, and overseeing mobile device management. An essential part of this position is the ongoing enhancement of these functions through root cause analysis driven by data metrics.

Key Responsibilities
  • Address end-user challenges and fulfill Service Desk requests in accordance with established Service Level Agreements, including login/access issues, application and hardware support, troubleshooting instructions, and ticket escalation to higher support tiers.
  • Assist in managing IT assets, including the procurement, tracking, and disposal of hardware and software resources.
  • Conduct initial troubleshooting for Windows and macOS operating systems along with standard software applications.
  • Troubleshoot hardware issues related to printers, scanners, and workstations (both laptops and desktops).
  • Resolve IT-related problems for users, whether in-person or remotely.
  • Monitor IT systems and networks for performance and security concerns, escalating issues as necessary.
  • Compile summary reports on Service Desk operations.
  • Identify recurring issues and propose effective solutions.
  • Maintain and update Service Desk documentation.
  • Provide user training and develop user documentation for IT systems and applications, creating a knowledge base for common issues.
  • Participate in after-hours support as required by operational needs.
  • Stay informed about industry trends and best practices in IT support and service management.
Minimum Qualifications
  • Associate's degree or higher in IT, Network Systems, or relevant work experience.
  • A minimum of 3 years of experience in End User Support.
  • Strong expertise in Windows operating systems.
  • Exceptional interpersonal and communication skills, capable of interacting with individuals at all levels.
  • Experience in providing support on Microsoft platforms, including Microsoft Office 365 and Microsoft Teams.
  • Familiarity with video teleconferencing systems and audio-visual support.
  • Demonstrated communication skills, both written and verbal.
  • Ability to lift up to 50 pounds.
Preferred Qualifications
  • Bachelor's Degree in Computer Science or a related field.
  • Experience in MS Windows Server environments, VMware infrastructure, and MS SQL databases is advantageous.
  • ITIL Foundation certification is a plus.
  • Knowledge of ISO 20000 standards is beneficial.
  • Experience with Manage Engine ticketing systems is a plus.
  • Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified Solutions Expert (MCSE) certification is preferred.
  • Experience with Apple products (Mac, iPhone, iPad) is advantageous.
  • Experience with Android/iOS devices is beneficial.
  • Familiarity with Service Desk Management Systems.
  • Experience in the Defense and Government Services sector is a plus.
Work Environment
  • Hybrid work environment.
  • Occasional travel may be necessary.