Laboratory Technical Support

Spry Methods, Inc.

. Provide end-user support for varied technical issues via telephone, email, and personnel requests .

Posted 11/5/2026full-timeQuantico • Virginia • United StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing end-user support for technical issues, implementing standard operating procedures, and maintaining service desk metrics. Proficient in utilizing remote support tools and collaborating with IT teams to enhance service delivery.

Highest-signal resume keywords

Top Secret Security ClearanceCompTIA A+ CertificationCompTIA Network+ CertificationCompTIA Security+ CertificationJIRA Ticketing-System Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Problem-SolvingIncident TrackingService Request ResolutionStandard Operating Procedures DevelopmentService Desk Metrics Monitoring

Soft Skills

CollaborationCommunicationCustomer Service

Tools & Technologies

Microsoft InfrastructureVirtualizationAtlassianIvantiRemote Support Tools

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+Azure FundamentalsAWS Cloud Practitioner

Industry Keywords

IT Service DeskEnd-User SupportTechnical SupportKnowledge Base ManagementLaboratory IT

Tech Stack

Tools & technologies

AWSAzureCloud

About the role

Key responsibilities & impact

Provide end-user support for varied technical issues via telephone, email, and personnel requests
Identify, research, document, track, monitor, and resolve technical problems, incidents, and service requests
Establish and maintain a responsive IT service desk
Provide Level 1, Level 2, and Level 3 support for technical and scientific instrumentation issues
Develop and implement standard operating procedures for common IT support scenarios
Monitor service desk metrics, including response times and user satisfaction
Maintain a knowledge base and self-service portal with troubleshooting guides and FAQs
Implement and maintain remote support tools
Collaborate with IT teams to resolve systemic issues and improve service delivery
Provide reports on incident trends, resolution times, and user feedback
Consolidate Laboratory IT service desks into a unified service desk instance
Operate the help desk from 6am to 6pm ET and support emergency or after-hours issues as needed

Requirements

What you’ll need

Top Secret security clearance
Bachelor's degree or equivalent experience (1 year of education = 1.5 years of experience)
Certifications may substitute for the degree, including CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, and AWS Cloud Practitioner
5 to 8 years’ experience, with certifications or past work potentially demonstrating the required level in lieu of stated years
Familiarity with software for tracking issues and customer interactions
Experience with in-depth problem-solving solutions
JIRA ticketing-system experience preferred
Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti preferred