Overview

SOS International LLC (SOSi) is seeking a Service Desk Administrator in our Reston VA Headquarters. The Service Desk Administrator is responsible for all aspects of IT support provided for its employees and independent contractors. This includes, but is not limited to, all Service Desk functions, AV/VTC support, maintaining laptop inventory, laptop configurations and mobile device management. Additional responsibilities are the continuous improvement of each of these functions through root cause analysis using data driven metrics.

Essential Job Duties

• Resolve end-user issues and fulfill Service Desk requests within defined Service Level Agreements, including login/access, application and hardware support, break/fix instructions, ticket routing and escalation to Tiers 3 or 4 support.

• Assist with IT asset management, including procurement, tracking, and disposal of hardware and software assets.

• Perform preliminary troubleshooting of Windows/macOS operating systems and all standard software.

• Troubleshoot hardware such as printers/scanners and workstations (Laptops and Desktops).

• Resolve IT problems for users in-person or via remote.

• Monitor IT systems and networks for performance and security issues, escalating as necessary.

• Prepare report summaries on Service Desk activities.

• Identify reoccurring issues and recommends constructive resolution.

• Maintain updates and creates Service Desk documentation.

• Conduct user training and create user documentation for IT systems and applications in the form of a knowledge base for common issues or incidents.

• Participate in after-hours support as required by business needs.

• Stay updated with industry trends and best practices in IT support and service management.

Minimum Requirements

• Associates degree or higher in IT, Network Systems, or related work experience.

• 3 years experience with End User Support.

• Extensive expertise in Windows operating systems.

• Excellent interpersonal and communication skills with the ability to interact with others at all levels.

• Experience providing support on Microsoft platform: Microsoft Office 365, Microsoft Teams.

• Experience with VTC Systems and AV support.

• Proven communication skills - both written and verbal presentation.

• Ability to lift 50lbs.

Preferred Qualifications

• Bachelor’s Degree in Computer Science, or a related field

• Experience in MS Windows Server Environments, VMware Virtual Infrastructure & MS SQL Databases is a plus

• ITIL Foundation certification is a plus

• Familiarity with ISO 20000 is a plus

• Manage Engine ticketing system is a plus

• Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified Solutions Expert (MCSE) is a plus

• Experience with Apple products (Mac, iPhone, iPad) is a plus

• Experience with Android/iOS devices is a plus

• Experience with Service Desk Management System

• Experience in the Defense and Government Services Industry

Work Environment

• Hybrid work environment

• Occasional travel may be required.