System Administrator 1 - Tier 1

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.

Technical Support Tasks

• 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).

Documentation & Reporting

• 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.

Customer Service & Communication

• 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.

Compliance & Security

• 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.

Required Skills: 

• Customer Service

• ServiceNow Ticketing System

Required Certification:

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

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