[Remote] Desktop Support Administrator

Note: The job is a remote job and is open to candidates in USA. Itero Group is a Women-Owned Small Business focused on simplifying complex transformations. The Desktop Support Administrator is responsible for providing Desktop Support Services to government clients, managing service requests, troubleshooting issues, and ensuring timely resolution of customer problems.ResponsibilitiesPerforms systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outagesSupport and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshootingAnalyze, evaluate, and test software and hardware in response to issues identified by customerSupport in the planning, installation, security, and breakdown in support of standing up new facilities and standing down retired facilitiesMitigate identified security issuesResearch and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot the issue. Escalate fully documented ticket if issue cannot be resolvedPrepare and maintain activity and progress reports regarding support activitiesAct to coordinate activities across support agencies to deliver support service to customers. Manage and track escalations to ensure timely resolution of customer issuesContribute to identifying improvements in the support of hardware, software, or infrastructure related servicesWork to meet program service level agreements (SLA's) to resolve customer issuesProvide one-on-one and small group training in the use of applications (COTS & GOTS) and devices to new users and IT Mart visitorsInstall, configure, and troubleshoot microcomputer hardware and software systems, to include serversInstall, configure, and troubleshoot peripheral devices such as card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devicesConduct diagnostic troubleshooting and repair for microcomputer devicesInstall hardware and software applications on a myriad of computer devicesSkillsStrong customer service and communication skills (both written and verbal)Excellent interpersonal skills, especially ability to listen and understand what is being describedWorking knowledge of ServiceNow ticketing system; creating, updating, and closing ticketsExperience providing Tiers 1 and 2 technical support with hardware and softwareExcellent attention to detailStrong working knowledge of computer termsCustomer service operations experience5 years of related experienceAssociate's degree or equivalent experienceMust be US Citizen and clearable; Secret clearance (or higher) a plusOne or more industry standard certifications- A+, Security+, Network+; etcBenefitsMedical (BC-BS), dental, and vision plans to suit your needs.Generous PTO, paid holidays, and increasing PTO based on years of service.401(k) plan with company match and auto-enrollment.Short-term and long-term disability, life insurance, and AD&D insurance.Voluntary benefits including pet insurance and student loan assistance up to $1,000 annually.FSAs, HSAs, wellness programs, and more to enhance your work-life balance.Company OverviewItero Group is a Women-Owned Small Business that brings simplicity to complex transformations. It was founded in 2017, and is headquartered in New Cumberland, Pennsylvania, USA, with a workforce of 51-200 employees. Its website is https://iterogroup.com/.