IT SysAdmin

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
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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