About Us Dragonfli Group is a cybersecurity and IT consulting firm providing services to federal agencies and Fortune 100 enterprises. Headquartered in Washington, DC, Dragonfli supports clients in securing mission-critical systems across on-site, hybrid, and fully remote environments.

Summary of the Role We are seeking an IT Administrator with 3 to 10 years of hardware and software support experience. The primary responsibilities for this role include fielding incoming help requests from end users , documenting the problem-solving process , and performing preliminary troubleshooting. The ideal candidate will be adept at working with Learning Management System resources and common ticketing systems.

This is a multi-year contract position involving a large US federal agency. Candidates with previous federal contracting experience are preferred. U.S. Citizenship or Permanent Residency required. If hired, all work related to this role must be performed within the continental U.S.

Responsibilities:

Field incoming help requests from end users.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Perform preliminary troubleshooting and either resolve or escalate to the next tier level.
Maintain clear, consistent communication with end-users to provide timely updates on ticket status and expected resolution times.
Diagnose and resolve basic network, hardware, and software issues efficiently while maintaining high service-level standards.

Requirements:

Must-Have Qualifications

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Active Secret clearance.
3 to 10 years of hardware and software support experience.
Must live in or near Culpeper, Virginia or Amityville, NY.
Applicants must be able to demonstrate basic knowledge of hardware and software support in any capacity (personal, professional, and/or educational experience).

Desired/Preferred Qualifications

Familiarity with common ticketing systems and service desk software for efficient incident tracking and management.
Prior experience working in a federal contracting environment or supporting federal agencies.
Relevant IT certifications (e.g., CompTIA A+, CompTIA Security+, or ITIL Foundation).

Skill(s):

Ability to multitask, specifically with being able to create a ticket while talking to users on the phone.
Strong written and oral communication, customer service, and time and project management skills.
Ability to learn and retain knowledge of Learning Management System resources.
Aptitude to learn and support a variety of frequently changing applications and systems.
Strong customer service orientation and a passion for delivering outstanding support experiences.
Demonstrated analytical and problem-solving skills for rapid root-cause identification.

Dragonfli Group

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