---
title: 'Desktop Support Administrator at Itero Group'
canonical: 'https://feeny.ai/job/desktop-support-administrator-itero-group-springfield-7hn4w47w5h5t'
type: 'job'
last_seen: '2026-10-30'
---

# Desktop Support Administrator at Itero Group

- **Company:** Itero Group
- **Location:** Springfield, VA
- **Posted:** 2026-10-26
- **Last confirmed live:** 2026-10-30
- **Apply:** https://job-boards.greenhouse.io/itero-group/jobs/5451214008

## Job description

## About us

Itero Group is a Women-Owned Small Business focused on simplifying complex transformations. We empower clients in the private and government sectors to become more optimized, digitally enabled, and data-driven organizations through our comprehensive business consulting and innovative delivery solutions.

Itero Group's dedicated team members are experienced thought leaders, tenacious workers, and creative thinkers. We hire people who are passionate about being catalysts for change - in our company, for our clients, throughout our career- and we empower people to express their ideas, create better practices, innovate better products, and become better professionals.

We have been named a Great Place to Work for six years, and offer a competitive salary and benefits package.

A DSS Systems Administrator is responsible for providing Desktop Support Services to our Government client. Duties consist of managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers and pertaining to ClassNet and OpenNet workstations & laptops, operating system support, applications and software, monitors, network printers, digital senders, and other peripheral devices within the organization.

Duties and Responsibilities:

- Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.
- Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting.
- Analyze, evaluate, and test software and hardware in response to issues identified by customer.
- Support in the planning, installation, security, and breakdown in support of standing up new facilities and standing down retired facilities.
- Mitigate identified security issues.
- Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot the issue. Escalate fully documented ticket if issue cannot be resolved.
- Prepare and maintain activity and progress reports regarding support activities.
- Act to coordinate activities across support agencies to deliver support service to customers. Manage and track escalations to ensure timely resolution of customer issues.
- Contribute to identifying improvements in the support of hardware, software, or infrastructure related services.
- Work to meet program service level agreements (SLA's) to resolve customer issues.
- Provide one-on-one and small group training in the use of applications (COTS & GOTS) and devices to new users and IT Mart visitors.
- Install, configure, and troubleshoot microcomputer hardware and software systems, to include servers.
- Install, configure, and troubleshoot peripheral devices such as card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices.
- Conduct diagnostic troubleshooting and repair for microcomputer devices.
- Install hardware and software applications on a myriad of computer devices.

Required Experience:

- Strong customer service and communication skills (both written and verbal)
- Excellent interpersonal skills, especially ability to listen and understand what is being described.
- Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
- Experience providing Tiers 1 and 2 technical support with hardware and software.
- Excellent attention to detail.
- Strong working knowledge of computer terms.
- Customer service operations experience.
- 5 years of related experience.

Education and Clearance:

- Associate's degree or equivalent experience
- Must be US Citizen and clearable; Secret clearance (or higher) a plus.
- One or more industry standard certifications- A+, Security+, Network+; etc.

If you are looking for a role where you will lead with integrity, create and innovate, inspire excellence, be a respected member of the team, drive results, and have fun, we look forward to connecting with you!

## Benefits at Itero Group

At Itero Group, we’re proud to offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

- Health & Wellness: Medical (BC-BS), dental, and vision plans to suit your needs.
- Paid Time Off: Generous PTO, paid holidays, and increasing PTO based on years of service.
- Retirement Savings: 401(k) plan with company match and auto-enrollment.
- Company-Paid Coverage: Short-term and long-term disability, life insurance, and AD&D insurance.
- Additional Options: Voluntary benefits including pet insurance and student loan assistance up to $1,000 annually.
- Perks: FSAs, HSAs, wellness programs, and more to enhance your work-life balance.

Join us and enjoy a benefits package designed with you in mind!

Itero Group is an equal opportunity employer and does not discriminate against any employee or applicant because of race, age, sex, color, physical or mental disability, religion, sexual orientation, marital status, national origin, veteran status or political affiliation.

## About Itero Group

## Company Overview
- **One-liner**: Itero Group is a women-owned small business that simplifies complex transformations by aligning strategy, people, process, data, and technology for private and government sector clients.
- **Entity Type**: Private
- **Headquarters**: Harrisburg, Pennsylvania, United States
- **Founded**: 2017
- **Founders**: Erin McKenzie-Brahms (CEO), Mark Brahms (President), Jim Bailoni (CFO), Teresa Bailoni

## Core Business
- **Primary industry/industries**: IT Services and IT Consulting, Digital Transformation, Program/Project Management, Agile Consulting
- **Target customers**: Federal government agencies, private sector enterprises, and mid-market organizations (B2B, Enterprise, Government)
- **Mission or purpose statement**: To deliver measurable outcomes and transformative value for clients while fostering a culture of integrity, empathy, and respect.

## Products & Services
For each major offering:
- **[Strategic Enablement]**: Advisory service providing clarity, structure, and organizational alignment to launch, scale, or recover transformation efforts. Includes governance frameworks, Agile leadership, AI readiness evaluations, and cross-functional workforce strategies.
- **[Accelerated Execution]**: High-velocity delivery teams that build and deploy custom applications, automate workflows, and deliver insight-driven dashboards using proven frameworks. Co-owns outcomes with clients.
- **[Assessment & Planning]**: Evaluation of current state, goal definition, and creation of a clear path forward for digital transformation initiatives.
- **[Technology Development]**: Custom workflows and platform builds that scale, leveraging partners like Salesforce, ServiceNow, and Functionize (AI-powered QA).
- **[Process Optimization]**: Consulting to ensure delivered solutions are adopted and sustainable, including training and support.
- **Change Management**: Aligns stakeholders and prepares organizations to move together, turning transformation goals into real outcomes.
- **SAFe® Consulting**: Helps enterprises adopt and scale the Scaled Agile Framework (SAFe®) for faster delivery and enterprise agility.
- **Salesforce & ServiceNow Implementation**: Partners with these platforms to accelerate implementations, automate workflows, and turn data into action.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company).
- **Key Metric**: Annual Revenue — Not publicly available. Total Funding — Not applicable (bootstrapped/founder-funded).
- **Notable Investors/Partners**: Partners include Salesforce, ServiceNow, Functionize (AI testing). Client base includes federal agencies and private enterprises.
- **Growth Signals**: Listed as "active" with robust hiring for technical roles (Desktop Support Administrator, Technical Project Manager). Named a "Great Place to Work" for 5 consecutive years (certified through 2023 at least). 4,482 LinkedIn followers (+164.9% yearly growth). Recent news includes leadership additions (COO Roger Harman in 2023, VP Client Delivery James Mitchell in 2023, VP Client Services Amie Carabetta in 2022).

## Competitive Advantages
- **Certified Women-Owned Small Business (WOSB)**: Gives them unique access to federal government contract preferences and set-asides.
- **Mission-First Hybrid Model**: Operates with the efficiency and speed of a private company while serving the federal sector, a blend few competitors match.
- **Comprehensive "One-Stop Shop"**: Covers the full transformation lifecycle from strategic planning through technical delivery, change management, and training — reducing client friction.
- **Certified Great Place to Work (5 years)**: Proven employee satisfaction culture, a differentiator for talent in the competitive consulting market.
- **Diverse, Experienced Leadership Team**: Leadership includes deep expertise across technology, business, and government sectors, fostering a collaborative and purpose-driven culture.

## Strategic Focus
- **People, Culture & Values**: Emphasis on caring about employees, fostering an inclusive, collaborative culture, and giving back (Women in Tech, Veterans, community causes).
- **Partnership Ecosystem**: Deepening relationships with Salesforce and ServiceNow, while expanding into AI-driven testing (Functionize).
- **Federal & Enterprise Growth**: Leveraging WOSB certification to capture more government contracts while maintaining private sector client work.
- **Agile & AI Readiness**: Integrating AI readiness evaluations into consulting, indicating a forward-looking, tech-forward service strategy.

## Why Work Here
- **Culture**: Voted a "Great Place to Work" for 5 consecutive years. Core pillars: integrity, innovation, inspiring excellence, respecting the team, driving results, and having fun.
- **Hybrid/Remote**: "Hybrid team" model (as stated on LinkedIn) with flexibility.
- **Benefits**: Comprehensive medical, dental, vision insurance; 401(k) with 50% company match; PTO; spending accounts; educational opportunities; a formal bereavement policy.
- **Company Values in Action**: Has a Diversity & Inclusion Committee, a Community Impact Committee focused on Women in Technology and Veteran Service organizations, donated over $32,500, volunteered 150+ hours, and supports K9s for Warriors (service dogs for veterans).
- **Employee Well-being**: Leadership is deeply committed to supporting employees professionally and personally. High employee ratings: Work-Life 4.6/5, Compensation 4.5/5, Culture 4.7/5 overall (31 reviews on LinkedIn).
- **Impactful Work**: Teams work on high-stakes digital transformations for federal and private clients, offering project variety and meaning.
- **Career Growth**: Active investment in talent development, learning, and internal mobility.

## Sources
1. [iterogroup.com](https://www.iterogroup.com/)
2. [iterogroup.com/who-we-are](https://www.iterogroup.com/who-we-are)
3. [iterogroup.com/careers](https://www.iterogroup.com/careers)
4. [linkedin.com/company/itero-group-llc](https://www.linkedin.com/company/itero-group-llc)
5. [job-boards.greenhouse.io/itero-group](https://job-boards.greenhouse.io/itero-group)

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