Service Desk Support

Support users and keep IT services running smoothly in Quantico, VA. Spry Methods is seeking a Service Desk Support Sr to provide hands-on technical support for end users while leading helpdesk operations. In this onsite role, you will help streamline how requests are handled, support multi-tier troubleshooting (including scientific instrumentation issues), and drive continuous improvements using service desk metrics and an evolving ticketing approach.

Why you’ll like this role

• Unified service desk delivery: play a key role consolidating multiple IT service desks into a single instance that can handle both user and instrumentation needs.
• Data-driven support: monitor and analyze response times and user satisfaction to improve service quality over time.
• Clear operating structure: help maintain SOPs, a knowledge base, and a self-service portal so users can get answers faster.
• Multi-tier impact: contribute as a technical expert across Level 1, Level 2, and Level 3 support, escalating issues appropriately.

Responsibilities

• Provide support to end users on a range of issues by identifying, researching, and resolving technical problems.
• Handle technical support requests through telephone calls, email, and personnel requests.
• Document, track, and monitor incidents and service requests to support timely resolution.
• Establish and maintain a responsive IT support service desk for user inquiries, technical issues, and service requests.
• Use the ITSU ticketing system (anticipated to be Jira) to track and resolve IT support requests, ensuring timely responses.
• Deliver multi-tiered support for technical and scientific instrumentation issues, escalating when needed.
• Develop and implement standard operating procedures (SOPs) for common IT support scenarios.
• Monitor and analyze service desk performance metrics such as response times and user satisfaction.
• Maintain a comprehensive knowledge base and self-service portal with troubleshooting guides, FAQs, and support resources.
• Implement and maintain remote support tools to assist users who are not physically onsite.
• Collaborate with other IT teams to address systemic issues and align IT service delivery with Laboratory objectives.
• Provide detailed reports on IT support activities, including incident trends, resolution times, and user feedback.
• Consolidate existing IT service desks across the Laboratory into a single unified service desk that supports both user issues and scientific instrumentation.
• Operate the help desk 6am to 6pm ET and as needed to support emergency or after-hours issues.

Requirements

• Top Secret security clearance
• Bachelor’s degree or equivalent experience (1 year of education = 1.5 years of experience). Certifications in lieu of degree include: CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, AWS Cloud Practitioner.
• Minimum 8 years of experience (or, if applicable, certifications or past work may be used to demonstrate the level needed).
• Familiarity with software used to track issues and customer interactions.
• Experience providing in-depth problem-solving solutions.

Technologies

• Jira, Ivanti Neurons, Azure DevOps, Microsoft Service Manager, SharePoint
• Email Distributions, Ivanti, Atlassian
• Microsoft Infrastructure, virtualization, ITSU ticketing system

Preferred qualifications

• Familiarity with ticketing methods such as Ivanti Neurons, Azure DevOps, Microsoft Service Manager, SharePoint, and/or Email Distributions; and at least two methods are preferred.
• Preference for experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti.

Location: Quantico, VA (onsite)