Senior Service Desk Administrator

Alexandria, VA, United States

Own Your Future. Modern Technology Solutions, Inc. (MTSI) is seeking a Senior Service Desk Adminsitrator in Alexandria, VA.

Why is MTSI known as a Great Place to Work?

Interesting Work: Our co-workers support some of the most important and critical programs to our national defense and security.

Values: Our first core value is that employees come first. We challenge our co-workers to provide the highest level of support and service, and reward them with some of the best benefits in the industry.

100% Employee Ownership: we have a stake in each other's success, and the success of our customers. It's also nice to know what's going on across the company; we have company wide town-hall meetings three times a year.

Great Benefits - Most Full-Time Staff Are Eligible for: Starting PTO accrual of 20 days PTO/year + 10 holidays/year

Flexible schedules

6% 401k match with immediate vesting

Semi-annual bonus eligibility (July and December)

Company funded Employee Stock Ownership Plan (ESOP) - a separate qualified retirement account

Up to $10,000 in annual tuition reimbursement

Other company funded benefits, like life and disability insurance

Optional zero deductible Blue Cross/Blue Shield health insurance plan

Track Record of Success: We have grown every year since our founding in 1993

Modern Technology Solutions, Inc. (MTSI) is a 100% employee-owned engineering services and solutions company that provides high-demand technical expertise in Digital Transformation, Modeling and Simulation, Rapid Capability Development, Test and Evaluation, Artificial Intelligence, Autonomy, Cybersecurity and Mission Assurance.

MTSI delivers capabilities to solve problems of global importance. Founded in 1993, MTSI today has employees at over 20 offices and field sites worldwide.

For more information about MTSI, please visit www.mtsi-va.com .

Responsibilities:

The Senior Service Desk Administrator assists in developing and maintaining all systems, applications, security and network configurations. Responsible for installing new software releases, system upgrades, installing patches and resolving server and desktop related issues. Contributes to practices, procedures, and concepts related to Information Technology as it relates to the organization. Handles Tier 1 and Tier 2 end-user support.

Deploy and configure desktops/laptops, printers, networking devices, and software

Troubleshoot network hardware/software (routers, switches, etc.)

Install/upgrade operating systems and application software

Image systems with Microsoft Development Toolkit (MDT)

Diagnose Windows 11, Office O365 and other application issues

Malware and virus removal/repair

Track and maintain computer assets using asset management tools

Create and revise knowledgebase documentation.

Set up new hire computer equipment and VoIP Phones

Administer Active Directory Users and Groups on the domain

Assist users with remote access through VPN.

Ensure all ITSM incident/request communication & follow up in a timely manner based on established SLA

Diagnose and fix problems with Laptops and Desktops, as company standard hardware.

Deploy, diagnose, and fix problems with iPhone and Android smartphones (MDM)

Demonstrate professionalism in response to customer requests

Coordinate with customers to upgrade, retire or consolidate applications and hardware as appropriate

Research and/or contact vendors regarding technical problems and solutions

Qualifications:

Technical experience should include:

Strong Microsoft Windows background

Knowledge of various computer software applications, hardware platforms, networking components and LAN/WAN architecture

Experience installing, configuring, and troubleshooting Windows Operating Systems

Installation and configuration of hardware and software

Performance tuning and Troubleshooting

Account maintenance

Proficiency in Microsoft Office suite (365 experience preferred)

Experience troubleshooting common networking issues on client systems

Strong knowledge of standard networking protocols such as TCP/IP, DHCP, DNS, and network hardware such as switches and routers

General experience should include:

Experience in a fast-paced environment

Deep interest in learning and developing new skills

Excellent oral and written communication skills

Strong organizational skills and ability to manage multiple tasks concurrently

Excellent time management, scheduling, and organizational skills

Ability to work well independently as well as follow detailed instructions for completing tasks

Must be a team player and be able to work within all levels of a project team

Excellent Customer Service skills

Requires proactive problem solving and troubleshooting/diagnostic skills.

Ability to provide after-hours/on-call support for critical services

Ability to lift standard PC equipment and peripherals for the purpose of installation / moves / replacements / etc. Approximately 50 lbs.

Ability to work on multiple projects and tickets at the same time

Experience working in a corporate IT environment

ServiceNow ITSM or similar Service Desk ITSM tool

Minimum Training/Education Required:

Associates degree in Computer Science, Information Systems or related technical degree

Minimum of 4 (four) years of experience in System Administration

Industry related certification

Clearance:

Ability to obtain/maintain a DoD Secret security clearance

Please Note: U.S. Citizenship is required for most MTSI positions.

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