IT Service Desk Systems Administrator

ECS Tech Inc•Quantico, VA

2d•$80,000 - $95,000•Onsite

About The Position

Everforth ECS is seeking an IT Service Desk Systems Administrator to work in its Quantico, Virginia office, supporting technology for federal law enforcement and scientific organizations. The role supports hardware, IT systems, applications, and operational technologies at the intersection of traditional IT and specialized scientific and operational technology systems. The administrator supports improvements in data analysis and integration across systems to enhance mission operations and ensure data integrity, security, and usability. The position supports deployments, installations, change requests, and updates across Laboratory Information Management Systems (LIMS), databases, applications, and connected instruments. It also supports IT service management processes and procedures, end-user workstations, networks, connected devices, user training, and customer-facing troubleshooting for applications, scientific instrumentation, and IT services. The successful candidate handles service requests, incident response, and problem management, using systems analysis and user consultation to identify root causes and recommend resolutions for hardware, software, and system issues. The role includes documenting and resolving support requests, monitoring and managing support queues, escalating incidents when needed, communicating issue status to users, troubleshooting with functional requirements and software testing environments, and assisting with Service Desk project planning and implementation. Salary range: $80,000–$95,000. General benefits information is provided through the company benefits webpage.

Requirements

U.S. citizenship and an active Top Secret clearance.
At least five years of experience supporting IT infrastructure, systems, and applications, including quality service operations and ticket management aligned with SLOs.
Experience using IT service management tools such as Atlassian Jira in a production environment for ticket triage and escalation.
Experience with Active Directory, Hyper-V and VMware virtualization technologies, Red Hat Linux, CentOS, and related technology.
Experience with Oracle, SQL, Apache/Tomcat, Solar, MS Patch, Windows administration, Windows domains, Citrix XenCenter, and related products.
Ability to work in a fast-paced, dynamic, matrixed environment; elicit and shape work requirements; and break complex challenges into actionable plans aligned with higher-level objectives.
Experience with scripting languages and ability to learn and understand complex software applications.
Ability to provide clear, step-by-step technical assistance in writing and verbally, using plain language.
Excellent communication, collaboration, and relationship-building skills, including customer and employee engagement.

Responsibilities

Provide customer service and IT support to application users, operations teams, and engineering teams in a dynamic, fast-paced environment.
Diagnose customer issues and provide technical support through performance optimization, incident analysis, recommendations, and product knowledge transfer.
Collaborate with systems engineers, administrators, and operations teams to resolve escalated cases.
Use remote support capabilities to diagnose, troubleshoot, and resolve issues with supported IT systems, applications, and devices.
Draft and maintain standard operating procedures and process documentation, including FAQs, ticket trends, installation materials, and training materials.
Use the incident management system to document requests and solutions, monitor and manage support queues, and support timely resolution and escalation of incidents.
Communicate clearly and consistently with users about issue status and resolution progress.
Use functional requirements and software testing environments to troubleshoot application issues.
Provide hands-on training and IT guidance to help users troubleshoot within application environments.
Assist with planning, coordinating, and implementing Service Desk project activities and operations.
Support application deployments, installations, change requests, and updates across LIMS, databases, connected applications, and instruments.
Support development and improvement of IT service management processes, operating procedures, and best practices.
Support operation and maintenance of end-user workstations, networks, and connected devices.
Provide user assistance and training to improve understanding of IT services, applications, and processes.
Support service requests, incident response, and problem management for IT systems, applications, and scientific instrumentation; consult with users to determine root causes and recommend resolutions.