Itero Group, LLC
About Itero Group
Itero Group is a Women-Owned Small Business focused on simplifying complex transformations. We empower clients in the private and government sectors to become more optimized, digitally enabled, and data-driven organizations through our comprehensive business consulting and innovative delivery solutions. Our team consists of experienced thought leaders, tenacious workers, and creative thinkers. We hire people passionate about being catalysts for change and empower them to express ideas, innovate better products, and grow professionally. We have been named a Great Place to Work for six years and offer a competitive salary and benefits package.
Job Overview A DSS Systems Administrator is responsible for providing Desktop Support Services to our Government client. Duties include managing ServiceNow ticket workflows, resolving workstations & laptops issues, and supporting operating systems, applications, monitors, network printers, digital senders, and other peripherals.
Duties and Responsibilities
Perform systems administrative, troubleshooting, and operational duties on computer systems in response to user tickets and outages.
Support and maintain COTS and custom-designed applications, including installation, configuration, and troubleshooting.
Analyze, evaluate, and test software and hardware issues identified by customers.
Assist in the planning, installation, security, and decommissioning of new and retired facilities.
Mitigate identified security issues.
Research and troubleshoot issues, document tickets, and ensure all appropriate steps are taken; elevate tickets if unresolved.
Prepare and maintain activity and progress reports regarding support activities.
Coordinate activities across support agencies to deliver service to customers and track escalations for timely resolution.
Contribute to identifying improvements in the support of hardware, software, or infrastructure-related services.
Meet program service level agreements (SLA’s) to resolve customer issues.
Provide one-on-one and small group training on COTS & GOTS applications and devices to new users and IT Mart visitors.
Install, configure, and troubleshoot microcomputer hardware and software systems, including servers.
Troubleshoot peripheral devices such as card readers, cameras, headsets, scanners, printers, smartcard readers, and other supported devices.
Conduct diagnostic troubleshooting and repair for microcomputer devices.
Install hardware and software applications on a myriad of computer devices.
Required Experience
Strong customer service and communication skills (written and verbal).
Excellent interpersonal skills, especially the ability to listen and understand what is being described.
Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
Experience providing Tier 1 and Tier 2 technical support with hardware and software.
Excellent attention to detail.
Strong working knowledge of computer terms.
Customer service operations experience.
5 years of related experience.
Education and Clearance
Associate's degree or equivalent experience.
Must be a U.S. citizen and clearable; Secret clearance (or higher) is a plus.
Industry-standard certifications such as A+, Security+, Network+, etc.
Benefits Health & Wellness : Medical (BC-BS), dental, and vision plans.
Paid Time Off : Generous PTO, paid holidays, and increasing PTO based on years of service.
Retirement Savings : 401(k) plan with company match and auto-enrollment.
Company-Paid Coverage : Short-term and long-term disability, life insurance, and AD&D insurance.
Additional Options : Voluntary benefits including pet insurance and student loan assistance up to $1,000 annually.
Perks : FSAs, HSAs, wellness programs, and more to enhance work-life balance.
Equal Opportunity Statement Itero Group is an equal opportunity employer and does not discriminate against any employee or applicant because of race, age, sex, color, physical or mental disability, religion, sexual orientation, marital status, national origin, veteran status or political affiliation.
#J-18808-Ljbffr
Job Overview A DSS Systems Administrator is responsible for providing Desktop Support Services to our Government client. Duties include managing ServiceNow ticket workflows, resolving workstations & laptops issues, and supporting operating systems, applications, monitors, network printers, digital senders, and other peripherals.
Duties and Responsibilities
Perform systems administrative, troubleshooting, and operational duties on computer systems in response to user tickets and outages.
Support and maintain COTS and custom-designed applications, including installation, configuration, and troubleshooting.
Analyze, evaluate, and test software and hardware issues identified by customers.
Assist in the planning, installation, security, and decommissioning of new and retired facilities.
Mitigate identified security issues.
Research and troubleshoot issues, document tickets, and ensure all appropriate steps are taken; elevate tickets if unresolved.
Prepare and maintain activity and progress reports regarding support activities.
Coordinate activities across support agencies to deliver service to customers and track escalations for timely resolution.
Contribute to identifying improvements in the support of hardware, software, or infrastructure-related services.
Meet program service level agreements (SLA’s) to resolve customer issues.
Provide one-on-one and small group training on COTS & GOTS applications and devices to new users and IT Mart visitors.
Install, configure, and troubleshoot microcomputer hardware and software systems, including servers.
Troubleshoot peripheral devices such as card readers, cameras, headsets, scanners, printers, smartcard readers, and other supported devices.
Conduct diagnostic troubleshooting and repair for microcomputer devices.
Install hardware and software applications on a myriad of computer devices.
Required Experience
Strong customer service and communication skills (written and verbal).
Excellent interpersonal skills, especially the ability to listen and understand what is being described.
Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
Experience providing Tier 1 and Tier 2 technical support with hardware and software.
Excellent attention to detail.
Strong working knowledge of computer terms.
Customer service operations experience.
5 years of related experience.
Education and Clearance
Associate's degree or equivalent experience.
Must be a U.S. citizen and clearable; Secret clearance (or higher) is a plus.
Industry-standard certifications such as A+, Security+, Network+, etc.
Benefits Health & Wellness : Medical (BC-BS), dental, and vision plans.
Paid Time Off : Generous PTO, paid holidays, and increasing PTO based on years of service.
Retirement Savings : 401(k) plan with company match and auto-enrollment.
Company-Paid Coverage : Short-term and long-term disability, life insurance, and AD&D insurance.
Additional Options : Voluntary benefits including pet insurance and student loan assistance up to $1,000 annually.
Perks : FSAs, HSAs, wellness programs, and more to enhance work-life balance.
Equal Opportunity Statement Itero Group is an equal opportunity employer and does not discriminate against any employee or applicant because of race, age, sex, color, physical or mental disability, religion, sexual orientation, marital status, national origin, veteran status or political affiliation.
#J-18808-Ljbffr