Desktop Support Administrator

<div class="content-intro"><p><strong>About us</strong></p> <p>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.<br><br>Itero Group's dedicated team members are experienced thought leaders, tenacious workers, and creative thinkers. We hire people who are passionate about being catalysts for change - in our company, for our clients, throughout our career- and we empower people to express their ideas, create better practices, innovate better products, and become better professionals.<br><br>We have been named a Great Place to Work for six years, and offer a competitive salary and benefits package.&nbsp;</p></div><p>A DSS Systems Administrator is responsible for providing Desktop Support Services to our Government client. Duties consist of managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers and pertaining to ClassNet and OpenNet workstations &amp; laptops, operating system support, applications and software, monitors, network printers, digital senders, and other peripheral devices within the organization.<br><br><strong>Duties and Responsibilities: </strong></p> <ul> <li>Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.</li> <li>Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting.</li> <li>Analyze, evaluate, and test software and hardware in response to issues identified by customer.</li> <li>Support in the planning, installation, security, and breakdown in support of standing up new facilities and standing down retired facilities.</li> <li>Mitigate identified security issues.</li> <li>Research 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 resolved.</li> <li>Prepare and maintain activity and progress reports regarding support activities.</li> <li>Act to coordinate activities across support agencies to deliver support service to customers. Manage and track escalations to ensure timely resolution of customer issues.</li> <li>Contribute to identifying improvements in the support of hardware, software, or infrastructure related services.</li> <li>Work to meet program service level agreements (SLA's) to resolve customer issues.</li> <li>Provide one-on-one and small group training in the use