System Administrator - Help Desk Lead/Manager

Tyto Athene, LLC•Washington, VA

2d•$95,000 - $100,000

About The Position

Tyto Athene is seeking a candidate for the role of System Administrator – Helpdesk Lead/Manager serving a military customer. This role involves managing Tier 1 help desk operations, acting as a primary escalation point for technical issues, performing system administration tasks, maintaining the ServiceNow knowledge base, and monitoring the ticketing system. The position also requires providing monthly performance reports and collaborating with DISA and/or ARMY for escalated issues and security compliance.

Requirements

Bachelor’s degree in information technology, computer science, or related field. Alternatively, 10 years of relevant work experience in system administration and help desk operations may be substituted for a degree.
IAT-II Qualified with relevant certifications such as CompTIA Security+, Microsoft Certified: Azure Administrator Associate, or equivalent.
Minimum 7 years of experience in system administration and help desk operations.
Strong technical foundation in system administration tasks, including Active Directory and Azure AD management.
Familiarity with Army and DoD IT systems, including classified and unclassified networks
Secret Clearance required

Responsibilities

Manages Tier 1 help desk operations, ensuring SLA compliance and timely resolution of user issues.
Act as the primary escalation point for unresolved technical issues requiring system administration expertise.
Perform system administration tasks, including account management, permissions updates, and troubleshooting classified and unclassified systems.
Maintain and update the ServiceNow knowledge base, ensuring accuracy and relevance.
Monitor the ServiceNow ticketing system and oversee ticket categorization, prioritization, and resolution.
Provide monthly reports on help desk performance, including metrics such as response times, resolution rates, and user satisfaction.
Collaborate with DISA and/or ARMY for escalated issues and ensure compliance with security policies.