Desktop Support Admin

Our commitment to employee retention is multifaceted: from respectful treatment and aggressive PTO (from day 1) to expansive benefits and continuous learning opportunities, we create a workplace where you can thrive and be your best. We are seeking a skilled and motivated DSS System Administrator to join our dynamic team. As a valued member of our organization, you will play a crucial role in providing exceptional Desktop Support Services to the Department of State consolidated Bureaus. You will be responsible for managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers. These requests pertain to ClassNet and OpenNet workstations & laptops, operating system support, applications and software, monitors, network printers, digital senders, and other peripheral devices within the Department of State consolidated Bureaus., * Performs system administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.

• Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting.
• Analyze, evaluate, and test software and hardware in response to issues identified by the customer.
• Support in the planning, installation, security, and breakdown in support of standing up new facilities and standing down retired facilities.
• Mitigate identified security issues.
• Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot issue. Escalate fully documented ticket if issue cannot be resolved.
• Prepare and maintain activity and progress reports regarding support activities.
• Act to coordinate activities across support agencies to deliver support services to customers.
• Manage and track escalations to ensure timely resolution of customer issues.
• Contribute to identifying improvements in the support of hardware, software, or infrastructure related services.
• Work to meet program service level agreements (SLA’s) to resolve customer issues.
• Provide one-on-one and small group training in the use of application (COTS & GOTS) and devices to new users and IT Mart visitors.
• Install, configure and troubleshoot microcomputer hardware and software systems, to include servers.
• Install, configure, and troubleshoot peripheral devices such as, card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices.
• Conduct diagnostic troubleshooting and repair for microcomputer devices
• Install hardware and software application on a myriad of computer devices

Education: Associate degree or equivalent experience Experience: Minimum 5 years of experience working as DSS System Administrator Clearance: Must hold Active DoD Secret Clearance or higher to be eligible, * Associate Degree

• One or more industry standard certifications- A+, Security+, Network+; etc. (Preferred)
• Must have Active Secret or Higher Clearance
• Minimum of 5 years of experience, * Must live in the local DMV area and be able to reliably commute to DC daily.
• Must have an Associate’s Degree or higher in computer science or a related field.
• Minimum 5 years of experience providing Desktop support.
• Must hold Active DoD Secret Clearance or higher
• One or more industry-standard certifications- A+, Security+, Network+; etc. preferred
• Must have working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Must have experience providing Tier 1 and 2 technical support with hardware and software.
• Must have excellent attention to detail.
• Must have a strong working knowledge of computer terms

Physical Requirements:

• Must be able to move/handle equipment up to 30 pounds

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Tuition assistance
• Vision insurance
• Wellness resources