Job Description

Salary: $100,000 - 140,000 per year Requirements:

• Current/active TS/SCI with Polygraph security clearance.
• Component System Administration (CMA) Certification.
• Strong communication skills due to the variety of groups we work with, including co-workers, management, and customers; the ability to exchange accurate information is essential.
• Knowledge of Windows Active Directory, Data Transfer Requests, PKI Cert Support, New Account Delivery/Support, Password Administration, Multifactor Authentication (MFA) Administration, and Workstation Adds/Moves/Changes.
• Experience in resolving technical problems and answering queries related to computer hardware, software, network, system/application access, and telecommunications systems.
• Self-motivated and organized, with excellent interpersonal, written, and verbal communication skills.
• Ability to embrace diverse technical disciplines and possess outstanding customer service skills.
• Adaptability to quickly changing tasks and requirements, and the ability to learn new skills on the job.
• Attention to detail, leadership ability, and a collaborative yet independent working process.
• Demonstrated problem-solving and technical skills necessary to resolve critical IT issues.
• Expertise and actual work experience with customer-specific systems and technologies.
• Capability to work independently with a clear and defined mission and thrive in challenging environments.
• Experience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and various business applications.
• Knowledge of multiple desktop programs, configuration, and debugging techniques.
• Experience with TCP/IP and general networking issues, virus scanning services, and desktop/laptop computing services.
• Familiarity with servers, printers, and peripheral devices.
• A BA/BS degree and 9 years of relevant experience, or an equivalent combination of education and work experience totaling 13 years.

• I will utilize ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution of all incoming incidents, requests, and demands.
• I will analyze, troubleshoot, design, and implement fixes without escalating to Tier 3 support.
• I will provide basic user training for off-the-shelf applications and office products, as well as some custom tools based on the specific office supporting.
• I will perform remote desktop triage and system repair using remote tools.
• I will maintain and update records and tracking databases.
• I will answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
• I will collaborate with network services, software systems engineering, and/or application development to restore service and/or identify problems.
• I will employ best practices and leverage knowledge of internal or external business issues to enhance products or services.
• I will meet contractual performance criteria.
• Local travel may be necessary between customer buildings.
• I may have supervisory responsibilities.
• Special non-commercial systems administrator experience (access management/file transfer) may be required.

• Active Directory
• Hardware
• Support
• ITIL
• Network
• Security
• ServiceNow
• TCP/IP
• Windows
• XP

More:

- Our hours of coverage will depend on the specific team being supported, generally ranging between 6:00 a.m. to 6:00 p.m. Opportunities may also be available for teams that provide 24x7 coverage.
- Preferred qualifications include related work experience in a technical help desk position, data transfer services experience, IAT Level II certification, familiarity with ServiceNow ITSM & ITBM, prior experience managing projects of low to mid complexity, and ITIL® v4 Foundation or higher certification.
- Note: We have multiple levels of seniority available, depending on qualifications and experience.
- Physical requirements include the ability to remain stationary for 50% of the time, move within and between buildings, position oneself to maintain computers, and operate standard office productivity machinery. Additionally, the role requires moving audio/visual or computer equipment weighing up to 50 pounds.

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