IT Service Desk Systems Administrator

ECS Federal•QUANTICO, VA

2d•Onsite

About The Position

Everforth ECS is seeking an IT Service Desk Systems Administrator to work in its Quantico, Virginia office, supporting federal law enforcement and scientific organizations. The role sits at the intersection of traditional IT and specialized scientific and operational technology (OT), supporting hardware, IT systems, applications, and operational technologies used in mission-critical operations. The successful candidate will help improve data analysis and integration across systems while supporting data integrity, security, and usability. The position supports deployments, installations, change requests, and updates across Laboratory Information Management Systems (LIMS), databases, connected applications, and scientific instruments. It also supports IT service management processes and documentation, end-user workstations, networks, and connected devices. The administrator provides customer-facing troubleshooting, incident response, problem management, user assistance, and training, and collaborates with systems engineering, administration, and operations teams to resolve issues. The role uses an incident management system to document and manage requests, monitor queues, and escalate incidents appropriately. The stated salary range is $80,000–$95,000.

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, virtualization technologies such as Hyper-V and VMware, Red Hat Linux, CentOS, and related technologies.
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.
Ability to elicit and shape work requirements and break complex challenges into actionable plans based on 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 standards.
Excellent communication, collaboration, and relationship-building skills, including customer and employee engagement.

Responsibilities

Provide quality customer service and IT-related support to application users, operations teams, and engineering teams in a dynamic environment.
Troubleshoot customer issues through diagnostics, 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 involving supported IT systems, applications, and devices.
Draft and maintain standard operating procedures, FAQs, ticket-trend documentation, installation materials, and training materials.
Use the incident management system to document support requests and resolutions, monitor support queues, and ensure timely resolution and appropriate escalation.
Communicate clearly and consistently with users about issue status and resolution progress.
Use functional requirements and software testing environments when troubleshooting 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 operations and maintenance of end-user workstations, networks, and connected devices, ensuring functionality, performance, security, and reliability.
Provide training and user assistance concerning IT services, applications, and processes.
Support service requests, incident response, and problem management, applying systems analysis to identify root causes and recommend resolutions for hardware, software, and system issues.