{"id":1677252,"url":"https://alion.io/job/spry-methods-inc-service-desk-support","title":"Service Desk Support","company":{"id":6239,"name":"Spry Methods","domain":"sprymethods.com","url":"https://alion.io/company/spry-methods-inc","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":81,"open_postings":9,"ghost_share":0,"stale_share":0.778,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quantico, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70000,"max":74000,"currency":"USD","period":"year","gross":null,"usd_annual":74000},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"Azure DevOps","optional":true},{"name":"SharePoint","optional":true}],"status":"live","first_seen_at":"2025-03-19T18:36:04Z","employer_posted_date":"2025-03-19","last_verified_at":"2026-10-15T02:38:56Z","board_verified":true,"closed_at":null,"days_open":574,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":573},"description":"Who We’re Looking For (Position Overview):\nSpry is seeking a Service Desk Support Sr to join our team in Quantico, VA. We are looking for someone with experience providing technical support to end-users, managing helpdesk operations, troubleshooting IT issues, and ensuring high levels of user satisfaction. This also includes tracking and resolving IT incidents and service requests. Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.\nWhat Your Day-To-Day Looks Like (Position Responsibilities):\nYou will provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution.\nShall establish and maintain a responsive IT support service desk to handle user inquiries, technical issues, and service requests efficiently and effectively.\nShall utilize the ITSU ticketing system, anticipated to be Jira, to track and resolve IT support requests, ensuring timely responses and resolution of issues.\nShall provide multi-tiered support, including Level 1, Level 2, Level 3 support services, to address a wide range of technical and scientific instrumentation issues and escalate issues appropriately.\nShall develop and implement standard operating procedures (SOPs) for common IT support scenarios, ensuring consistent and effective handling of user issues.\nShall monitor and analyze service desk performance metrics such as response times and user satisfaction, to continuously improve service quality.\nShall maintain a comprehensive knowledge base and self-service portal for users, providing access to troubleshooting guides, FAQs, and other user support resources.\nShall implement and maintain remote support tools to assist users who are not physically present, ensuring broad accessibility of IT support services.\nShall collaborate with other IT teams to address systemic issues and improve overall IT service delivery, ensuring alignment with Laboratory objectives.\nShall provide detailed reports on IT support activities, including incident trends, resolution times, and user feedback, to inform decision-making and strategic planning.\nShall consolidate all existing IT service desks across the Laboratory into a single, unified service desk instance, capable of addressing both user issues and issues with scientific instrumentation.\n * Operate help desk 6am to 6pm ET and as needed to support emergency or after-hours issues\nWhat You Need to Succeed (Minimum Requirements):\n Top Secret security clearance\nBachelors degree or equivalent experience (1 year of education = 1.5 years of experience) Certifications in lieu of degree include but not limited to: CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, AWS Cloud Practitioner. \nMinimum of 8 years’ experience (in absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level).\nFamiliarity with the use of software to track issues and customer interactions. \nExperience in-depth problem solving solutions. \nIdeally, You Also Have (Preferred Qualifications):\nITSU tickets are currently handled using various methods: Ivanti Neurons, Azure DevOps, Microsoft Service Manager, SharePoint, Email Distributions. In the future it will primarily be JIRA. It is preferred that you have familiarity with at least two of these ticketing methods. \nExperience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti is preferred.","description_format":"text","description_chars":3829,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","IT Consulting & Digital Transformation"],"lifecycle":[{"event":"open","at":"2026-10-02T08:56:25Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"green card filings: 1","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":1,"median_offered_wage_usd":122500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.192,"p_room":0.28,"age_days":573,"expected_fill_days":55,"reasons":["conf:3","velocity","win:tail","crowd:"],"computed_at":"2026-10-14T06:34:16Z"},"pay":{"stated_usd_annual":74000,"is_top_pay":false},"html_url":"https://alion.io/job/spry-methods-inc-service-desk-support","json_url":"https://alion.io/job/spry-methods-inc-service-desk-support.json","meta":{"generated_at":"2026-10-15T03:24:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4839,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6239},"rest":"https://alion.io/mcp/rest/get_company?id=6239"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fspry-methods-inc-service-desk-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fspry-methods-inc-service-desk-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fspry-methods-inc-service-desk-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/spry-methods-inc-service-desk-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fspry-methods-inc-service-desk-support"}]}