Senior Service Desk Support

Job overview

The Senior Service Desk Support role is onsite in Quantico, VA, with a stated salary range of $70,000–$74,000 per year. Spry Methods seeks support for a laboratory environment, including a unified service desk for user and scientific-instrumentation issues. The role leads and improves technical support operations by resolving and tracking incidents, providing multi-tier assistance, maintaining support resources and performance reporting, and coordinating with other IT teams.

What you'll do

• Provide end-user technical support and document, track, and monitor issues
• establish and maintain a responsive service desk
• use the ITSU ticketing system, anticipated to be Jira
• provide Level 1, Level 2, and Level 3 support and escalate appropriately
• develop standard operating procedures
• monitor service metrics
• maintain a knowledge base and self-service portal
• implement remote-support tools
• collaborate with IT teams
• report support activity
• consolidate laboratory service desks
• operate the help desk from 6 a.m. to 6 p.m. ET and as needed for emergency or after-hours issues.

What we're looking for

Skills & competencies

senior service desk support

spry methods

quantico va

it support

service desk

help desk

jira anticipated

tier 1 support

tier 2 support

tier 3 support

top secret clearance

6 a.m.–6 p.m. et

$70k–$74k/year

after-hours support

Work arrangement

• Weekend coverage required

Why this role

Requires a Top Secret security clearance, a bachelor’s degree or equivalent experience, and at least eight years of experience; the posting also states after-hours support may be needed.

About the employer

Spry Methods is hiring for this role. Industry: Custom Computer Programming Services. Sector: 54.