Service Desk Administrator

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SOSi is seeking a Service Desk Administrator in our Reston VA Headquarters.

• Resolve end-user issues and fulfill Service Desk requests within defined Service Level Agreements, including login/access, application and hardware support, break/fix instructions, ticket routing and escalation to Tiers 3 or 4 support.
• 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 and workstations (Laptops and Desktops).
• Resolves IT problems for users in-person or via remote.
• Monitor IT systems and networks for performance and security issues, escalating as necessary.
• Prepares report summaries on Service Desk activities.
• Identifies reoccurring issues and recommends constructive resolution.
• Maintains 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.
• Participate in after-hours support as required by business needs.
• Stay updated with industry trends and best practices in IT support and service management.

• Associate’s degree or higher in IT, Network Systems, or related work experience.
• Three+ 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.

• 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.

Hybrid work environment and occasional travel may be required.

• Medical insurance
• Vision insurance
• 401(k)
• Tuition assistance