System Administrator 1 - Tier 1
Full-time
Orion Consortium
TS/SCI FS poly required.
Position Description:
Core Responsibilities- Respond to user inquiries via phone, email, chat, or ticketing systems.
- Log and track support requests using help desk ticketing system.
- Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
- Provide step-by-step guidance to users for troubleshooting common problems.
- Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.
- Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
- Install, configure, and update software on user devices.
- Assist with password resets, account lockouts, and access issues.
- Support basic printer, scanner, and peripheral troubleshooting.
- Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).
- Document and report solutions and procedures for recurring issues for leadership review.
- Maintain and report accurate records/tickets of support interactions and resolutions.
- Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions.
- Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.
- Maintain a professional and empathetic tone when dealing with users and co-workers.
- Communicate technical information clearly to non-technical users.
- Document and reply provide updates on ticket status and possible resolutions.
- Actively participate in team environment assisting co-workers when needed.
- Ensure adherence to all IT and departmental policies and procedures.
- Report potential security incidents or breaches to appropriate teams or team leaders.
- This position is mission essential, may include work on holidays when required.
- Customer Service
- ServiceNow Ticketing System
IAT Level 1 certification
CompTIA A+ CE or CompTIA Network+ CE Education/Experience:
HS or GED - 10 Years
Bachelors - 5 Years Clearance Requirements:
TS/SCI with Full Scope polygraph
Vacancy posted 9 days ago
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