Laboratory Technical Support

United States·QuanticoRegular Full-Timemid

OtherCustomer SuccessTechnical SupportSupport

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Quick Summary

Overview

Who We’re Looking For (Position Overview): Spry is seeking a Service Desk Support Senior to join our team in Quantico, VA.

Technical Tools

OtherCustomer SuccessTechnical SupportSupport

Who We’re Looking For (Position Overview):

Spry is seeking a Service Desk Support Senior to join our team in Quantico, VA. We are looking for someone with experience providing technical support to end-users, managing helpdesk operations, troubleshooting IT issues, and ensuring high levels of user satisfaction. This also includes tracking and resolving IT incidents and service requests. Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.

You will provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution.

Shall establish and maintain a responsive IT support service desk to handle user inquiries, technical issues, and service requests efficiently and effectively.

Shall provide multi-tiered support, including Level 1, Level 2, Level 3 support services, to address a wide range of technical and scientific instrumentation issues and escalate issues appropriately.

Shall develop and implement standard operating procedures (SOPs) for common IT support scenarios, ensuring consistent and effective handling of user issues.

Shall monitor and analyze service desk performance metrics such as response times and user satisfaction, to continuously improve service quality.

Shall maintain a comprehensive knowledge base and self-service portal for users, providing access to troubleshooting guides, FAQs, and other user support resources.

Shall implement and maintain remote support tools to assist users who are not physically present, ensuring broad accessibility of IT support services.

Shall collaborate with other IT teams to address systemic issues and improve overall IT service delivery, ensuring alignment with Laboratory objectives.

Shall provide detailed reports on IT support activities, including incident trends, resolution times, and user feedback, to inform decision-making and strategic planning.

Shall consolidate all existing IT service desks across the Laboratory into a single, unified service desk instance, capable of addressing both user issues and issues with scientific instrumentation.

* Operate help desk 6am to 6pm ET and as needed to support emergency or after-hours issues

Top Secret security clearance

Bachelors degree or equivalent experience (1 year of education = 1.5 years of experience) Certifications in lieu of degree include but not limited to: CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, AWS Cloud Practitioner.

5 to 8 years’ experience (in absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level).

Familiarity with the use of software to track issues and customer interactions.

Experience in-depth problem solving solutions.

Tickets are handled primarily through JIRA. Previous experience using JIRA as a ticketing system is preferred.

Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti is preferred.

#CJ

Location & Eligibility

Where is the job

Quantico, United States

Hybrid, some on-site time required

Who can apply

About this job

Pay per year: $70,000–$80,000 a year; 7% below the $80,850 median for Technical Support jobs on Jobera (79 salaries).
Who can apply: United States
Posted: 605 days ago
Employer: has 25 open jobs on Jobera in 2 countries.