System Administrator

Apogee Integration LLC•Herndon, VA

8d•Onsite

About The Position

Apogee's ideal Systems Administrator will be providing support for a comprehensive suite of applications. The necessary support & services include systems administration & Tier 2 help desk support in a 24/7 environment. If you enjoy Systems Administration, this position is for you! The Sponsor requires a team to perform support for a comprehensive suite of applications, which serve as the primary means of communication between Sponsor headquarters, offices, and industry partners. The message storage and retrieval systems enable searching, search term storage, role-based access control, advanced security controls to protect sensitive information and the administrative tools necessary to provision, manage, and dispose of sensitive account bins used to control access to families of protected documents and systems. The necessary support and services include systems administration and Tier 2 help desk support in a 24/7 environment. The Team will be merging with another team that currently provides Tier 1-3 support for other mission applications.

Requirements

Active TS/SCI with FS Polygraph Security Clearance
Systems administration & Tier 2 help desk support in a 24/7 environment
Support for a comprehensive suite of applications
Support for message storage and retrieval systems enabling searching, search term storage, role-based access control, advanced security controls, and administrative tools for managing account bins
Tier 2 support for proprietary communication system
Break-fixes, configuration issues or hardware repairs
Overseeing daily performance of IT messaging systems
Maintaining records of daily data communication transactions, problems, and remedial actions
Recording incidents and providing user support
Customer support service as a tiered point of contact
Technical assistance to IT messaging system users
Maintaining a service perspective including understanding of hardware and software components and supporting organizations
Answering user questions and resolving problems via telephone, email, or ticketing system
Responding to incidents or findings from system monitoring to proactively address, remediate, or conduct preventative actions
Monitoring daily tasks such as environment health, spills, message rejections, message flow, abnormalities, and messaging processes
Maintaining Standard Operating Procedures (SOPs)
Operating in a shared help desk environment and familiarizing with triaging help desk calls for mission applications outside of primary focus
Demonstrated experience answering questions via emails, hotline, and tickets
Demonstrated experience answering users' inquiries regarding computer software and hardware operation to resolve problems
Demonstrated experience entering commands and observing system functioning to verify correct operations and detect errors
Demonstrated experience installing and performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
Demonstrated experience overseeing the daily performance of computer systems
Demonstrated experience setting up equipment for employee use, performing or ensuring proper installation of communication, operating systems, and appropriate software
Demonstrated experience maintaining record of daily data communication transactions, problems and remedial action taken, and installation activities
Demonstrated experience reading technical manuals, conferring with users, and conducting computer diagnostics to investigate and resolve problems and to provide technical assistance and support
Demonstrated experience monitoring events and performing corrective actions according to documentation
Demonstrated experience escalating incident reports to required groups and monitoring incidents

Nice To Haves

Demonstrated experience of making changes to databases by reviewing procedures found within Database Management System Manuals, or similar SOP documents
Demonstrated experience updating and communicating with users about the progress of problem remediation
Demonstrated experience participating in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location
Demonstrated experience of answering users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location.

Responsibilities

Provide support 24x7x365, appoint a lead or designated team member who shall be responsible for managing the team's schedule, and be accountable for scheduling and assigning the appropriate number of staff for each shift, as per an agreed-upon schedule. The schedule shall be agreed upon in advance and changes to the schedule shall be communicated to the Sponsor in advance
Provide Tier 2 support for the sponsors proprietary communication system as part of a mission focused Application Support Help Desk Model. Tier 2 support is an escalated issue or incident, not able to be solved by Tier 1. Typical items include break-fixes, configuration issues or hardware repairs
Oversee the daily performance of IT messaging systems while maintaining the record of daily data communication transactions, problems and remedial action taken, and installation activities, record incidents and provide support to users, provide customer support service as a tiered point of contact for all issues relating Sponsor supported applications, and provide technical assistance to IT messaging system users, specifically messaging support
Maintain a service perspective including an understanding of relationships, dependencies and requirements of hardware and software components and the organizations that support them, answering questions or resolving problems for users via telephone or email, Sponsor ticketing system, providing assistance concerning the use of specific application messaging systems, responding to incidents or findings from system monitoring to proactively address, remediate, or conduct preventative actions to ensure continuity of service and maintain system availability meeting service objectives, and monitoring daily tasks such as environment health, spills, message rejections, message flow and abnormalities, and messaging process for current and legacy systems
Maintain standard Operating Procedures (SOPs) that shall be followed for all procedures, review and provide comments to Sponsor if updates are needed to the (SOPs) at a minimum every six months, and operate in a shared help desk environment and be expected to familiarize themselves with the process for triaging help desk calls for mission applications outside of their primary focus. Generally, this will be basic Tier 1 or Tier 2 support
Demonstrated experience answering questions via emails, hotline, and tickets
Demonstrated experience answering users' inquiries regarding computer software and hardware operation to resolve problems
Demonstrated experience entering commands and observing system functioning to verify correct operations and detect errors
Demonstrated experience installing and performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
Demonstrated experience overseeing the daily performance of computer systems
Demonstrated experience setting up equipment for employee use, performing or ensuring proper installation of communication, operating systems, and appropriate software
Demonstrated experience maintaining record of daily data communication transactions, problems and remedial action taken, and installation activities
Demonstrated experience reading technical manuals, conferring with users, and conducting computer diagnostics to investigate and resolve problems and to provide technical assistance and support
Demonstrated experience monitoring events and performing corrective actions according to documentation
Demonstrated experience escalating incident reports to required groups and monitoring incidents
Demonstrated experience of making changes to databases by reviewing procedures found within Database Management System Manuals, or similar SOP documents
Demonstrated experience updating and communicating with users about the progress of problem remediation
Demonstrated experience participating in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location
Demonstrated experience of answering users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location.