IT Operations Support Specialist

Dunhill Government Solutions is hiring an IT Operations Support Specialist to provide IT operations, end-user and asset management support to a federal agency's oversight office. Working alongside the office's IT specialists and managers, you will support end users with their equipment (monitors, laptops and more) and software, manage requests in ServiceNow, and help the asset management team track accountable IT assets. The role handles the more routine aspects of the work and is supervised by higher-level staff. This is an on-site role (no telework) in Washington, DC.

Responsibilities:

• Provide technical support to end users across the organization by phone, email, in person and through the ticketing system, following established organizational processes


• Set up, configure, troubleshoot and support workstations, laptops, mobile devices, peripherals, and standard productivity and collaboration tools


• Perform incident and problem management in ServiceNow: log, categorize, prioritize, diagnose, resolve, escalate and close tickets


• Fulfill and track service requests in ServiceNow and coordinate with the enterprise help desk / service desk when issues fall outside the office's scope


• Document resolutions and knowledge articles, flag recurring issues, and recommend process improvements that reduce repeat incidents and support service-level targets


• Keep users informed of ticket status and communicate clearly with technical and non-technical staff


• Assist IT specialists and managers with daily IT operations, routine operational tasks, status reporting and process documentation


• Follow established IT processes and procedures and recommend improvements through the supervising lead


• Assist the asset management team in managing all accountable IT assets, software and IT-related hardware, tracked in government property and asset management systems


• Support asset receipt, assignment, tagging, relocation, return and disposal, and take part in physical inventories and reconciliation


• Keep asset records accurate and follow property management guidance, templates and standards

Required qualifications:

• 2-3 years of functional experience in IT service operations support, end-user support or IT operations


• Experience with incident, problem and request management in an ITSM tool (ServiceNow preferred)


• Working knowledge of tracking and reconciling IT hardware and software assets


• Strong troubleshooting, written and verbal communication, and customer service skills


• Ability to work in a federal environment with government-furnished equipment, PIV-card access and agency security requirements


• Able to work on site in Washington, DC


• US citizen

Preferred: Associate’s degree or technical or trade school training; ServiceNow incident and request management experience at a federal agency, ideally an Office of Inspector General; experience with Sunflower or another government property / asset management system and accountable property processes; exposure to Microsoft Power Platform or SharePoint end-user support; ITIL Foundation or CompTIA A / Security certification.

Location: On site (no telework) in Washington, DC.

Schedule: Full-time, 40 hours/week.

US Citizenship and the ability to pass a federal background investigation in order to be granted access to sensitive information.

Compensation: $38.50 - $49.50 per hour

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