About the role
Who We’re Looking For (Position Overview)
Spry is seeking a Service Desk Support Senior to join our team in Quantico, VA. We are looking for someone with experience providing technical support to end-users, managing helpdesk operations, troubleshooting IT issues, and ensuring high levels of user satisfaction. This also includes tracking and resolving IT incidents and service requests. Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.
What Your Day-To-Day Looks Like (Position Responsibilities)
- You will provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution.
- Shall establish and maintain a responsive IT support service desk to handle user inquiries, technical issues, and service requests efficiently and effectively.
- Shall provide multi-tiered support, including Level 1, Level 2, Level 3 support services, to address a wide range of technical and scientific instrumentation issues and escalate issues appropriately.
- Shall develop and implement standard operating procedures (SOPs) for common IT support scenarios, ensuring consistent and effective handling of user issues.
- Shall monitor and analyze service desk performance metrics such as response times and user satisfaction, to continuously improve service quality.
- Shall maintain a comprehensive knowledge base and self-service portal for users, providing access to troubleshooting guides, FAQs, and other user support resources.
- Shall implement and maintain remote support tools to assist users who are not physically present, ensuring broad accessibility of IT support services.
- Shall collaborate with other IT teams to address systemic issues and improve overall IT service delivery, ensuring alignment with Laboratory objectives.
- Shall provide detailed reports on IT support activities, including incident trends, resolution times, and user feedback, to inform decision-making and strategic planning.
- Shall consolidate all existing IT service desks across the Laboratory into a single, unified service desk instance, capable of addressing both user issues and issues with scientific instrumentation.
- Operate help desk 6am to 6pm ET and as needed to support emergency or after-hours issues
What You Need to Succeed (Minimum Requirements)
- Top Secret security clearance
- Bachelors degree or equivalent experience (1 year of education = 1.5 years of experience) Certifications in lieu of degree include but not limited to: CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, AWS Cloud Practitioner.
- 5 to 8 years’ experience (in absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level).
- Familiarity with the use of software to track issues and customer interactions.
- Experience in-depth problem solving solutions.
Ideally, You Also Have (Preferred Qualifications)
- Tickets are handled primarily through JIRA. Previous experience using JIRA as a ticketing system is preferred.
- Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti is preferred.
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Actual compensation within the posted range will be determined based on relevant experience, skills, education, certifications, qualifications, and other job-related factors, including applicable contract requirements.