System Administrator, Level 1

Independent Software•Columbia, MD

About The Position

At Independent Software, the System Administrator, Level 1 provides technical support to users by troubleshooting hardware, software, account access, and network connectivity issues. The role responds to support requests through phone, email, chat, and ServiceNow, ensuring issues are accurately documented, resolved, or escalated as appropriate. It supports daily IT operations, maintains accurate support records, and provides professional customer service in a mission-critical environment. The work schedule is Friday through Monday, 6:00 AM–4:00 PM, following an initial training schedule of Monday through Friday, 6:00 AM–2:00 PM. Holiday coverage may be required. Applicants must possess an active TS SCI with appropriate Polygraph.

Requirements

Experience providing technical support or help desk services.
Hands-on experience with the ServiceNow ticketing system.
Experience troubleshooting hardware, software, network connectivity, and user access issues.
Strong customer service and communication skills.
Ability to accurately document technical issues, troubleshooting steps, and resolutions.
Strong problem-solving skills and ability to work independently or as part of a team.
Meet one of the following education and experience combinations: high school diploma or GED and ten years of relevant experience, or a bachelor's degree and five years of relevant experience.
DoD 8570 IAT Level I certification required; listed certifications include CompTIA A+ CE and CompTIA Network+ CE.
Must possess an active TS SCI with appropriate Polygraph.

Responsibilities

Respond to user inquiries and technical support requests through phone, email, chat, and ServiceNow.
Diagnose and resolve hardware, software, network connectivity, printer, 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 technical issues to appropriate support teams.
Maintain accurate support records, document resolutions, and contribute to knowledge base articles.
Support IT asset inventory and equipment tracking.
Provide guidance and assistance to less-experienced team members when needed.
Communicate technical information clearly and provide professional customer support.
Follow IT security policies and report potential security incidents.
Support mission-essential operations, including holiday coverage when required.