Spry Methods
Service Desk Support
$70K–$80K
Quantico, VA · On-site · Full-time · Posted Mar 19, 2025
- Experience
- 5 to 8 years; certifications or past work may be used to demonstrate the required level when years of experience are absent.
- Education
- Bachelor’s degree or equivalent experience (1 year of education = 1.5 years of experience); certifications may be accepted in lieu of a degree.
About the job
Provides multi-tiered IT and scientific-instrumentation support, manages service desk operations and incidents, and consolidates Laboratory service desks into a unified service.
What you'll do
- Troubleshoot and resolve user issues and service requests; document, track, and monitor incidents through resolution.
- Establish service desk procedures, knowledge resources, remote support, and performance reporting to improve service quality.
- Operate the help desk from 6 a.m. to 6 p.m. ET and support emergency or after-hours needs; consolidate Laboratory service desks.
What they ask for
- Top Secret security clearance.
- Bachelor’s degree or equivalent experience (1 year of education = 1.5 years of experience); listed certifications may be accepted in lieu of a degree.
- Familiarity with software for tracking issues and customer interactions.
- In-depth problem-solving experience.
Nice to have
- Previous experience using JIRA as a ticketing system.
- Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti.
Pay
USD 70,000–80,000 per-year-salary; base salary
Tools
JIRA, Microsoft Infrastructure, Atlassian, Ivanti, CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals
Model-written summary · the original posting is authoritative