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.

• End user issue resolution and fulfilling service desk requests. Resolution activities include login/access, application and hardware support, break/fix instructions, ticket routing and escalation to Tier 2 or 3 support
• Preliminary troubleshooting of Windows operating systems and all state standard software.
• When necessary, performs in-person end-user incident/problem resolution activities
• Records information about the user's service-related problems or needs
• Hardware troubleshooting/service of various printers and workstations (Laptops and Desktops)
• Resolves IT problems for users in-person or via remote.
• Contacts the appropriate resource(s) to resolve the user's problem or need as necessary
• Prepares report summaries on Service Desk activities
• Interacts with end users and staff in a professional manner
• Coordinates with IT support teams to resolve Tier 3 or Tier 4 end user issues
• Conducts call back response for all technical support requests referred to the Service Desk
• Identifies reoccurring issues and recommends constructive resolution
• Maintains updates and creates Service Desk documentation
• Capture and populate knowledge base for common issues or incidents
• Maintains and troubleshoot Windows applications and hardware

• Associates degree or higher in IT, Network Systems, or related work experience
• 3+ years’ experience with End User Support
• Excellent interpersonal and communication skills with the ability to interact with others at all levels of the firm
• Experience providing support on Microsoft platform: Microsoft Office 365, Microsoft Teams,
• Experience with Microsoft Teams/Polycom VTC Systems as well as additional AV support experience
• A wide degree of creativity and latitude is expected
• Proven communication skills - both written and verbal presentation

• 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
• Knowledge of DUO Mobile MFA, 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

• Hybrid work environment and occasional travel maybe required.