System Administrator, Level 1

Independent Software•Columbia, MD

6d•Onsite

About The Position

At Independent Software, as a System Administrator Level 1, you will provide technical support to users by troubleshooting hardware, software, account access, and network connectivity issues. You will respond to support requests through phone, email, chat, and ticketing systems while ensuring issues are accurately documented and resolved or escalated as appropriate. In this role, you will support day-to-day IT operations, assist users with common technical issues, maintain accurate support records, and contribute to a positive customer experience.

Requirements

Experience providing technical or help desk support
Experience troubleshooting hardware, software, and basic network connectivity issues
Experience with ServiceNow or similar ticketing systems
Strong customer service and communication skills
Strong troubleshooting and problem-solving skills
Ability to document technical issues and resolutions accurately
Ability to work independently and collaboratively
DoD 8570 IAT Level I certification required: CompTIA A+ CE or CompTIA Network+ CE
Must possess an active TS SCI with appropriate Polygraph to be considered for this role

Responsibilities

Respond to user inquiries and technical support requests
Diagnose and resolve basic hardware, software, network connectivity, and peripheral issues
Install, configure, and update software on user devices
Assist with password resets, account lockouts, and access issues
Log, track, update, and document support requests in ServiceNow
Escalate complex issues to appropriate technical teams
Maintain accurate support documentation and contribute to knowledge base articles
Provide guidance to less-experienced team members when needed
Communicate technical information clearly and provide professional customer support
Follow established IT and security policies and report potential security incidents
Support IT asset inventory and other technical support activities as needed