Systems Administrator I (AE26101312)
About The Position
GTSC’s AEITS seeks a Level I Systems Administrator to provide help desk and technical support in Annapolis Junction, Maryland. The position is fully on-site and requires an active Top Secret SCI clearance with an appropriate polygraph, as well as CompTIA A+ CE and/or CompTIA Network+ CE certification. The role requires either a high school diploma or GED with 10 years of IT-related work experience, or a bachelor’s degree with 5 years of IT-related work experience. The Systems Administrator responds to user requests, diagnoses and resolves basic hardware, software, and network connectivity problems, and escalates complex issues when needed. The role also includes installing and updating software, assisting with account access, troubleshooting peripherals, maintaining IT asset inventory, documenting support interactions and solutions, and communicating clearly and professionally with users and coworkers. The position is mission essential and may require holiday work when needed.
Requirements
- High school diploma or GED and 10 years of IT-related work experience, or a bachelor’s degree and 5 years of IT-related work experience.
- Only IT-related work experience counts toward the experience requirement.
- Active Top Secret SCI clearance with appropriate polygraph.
- CompTIA A+ CE and/or CompTIA Network+ CE certification.
- Customer service experience with the ServiceNow ticketing system.
Responsibilities
- Respond to user inquiries by phone, email, chat, or ticketing system.
- Log and track support requests in the help desk ticketing system.
- Diagnose and resolve basic hardware, software, and network connectivity issues.
- Guide users through troubleshooting common problems.
- Escalate complex issues to second-level support or specialized teams through the ticketing system.
- Mentor less experienced professionals, new hires, and trainees when necessary.
- Install, configure, and update software on user devices.
- Assist with password resets, account lockouts, and access issues.
- Troubleshoot printers, scanners, and other peripherals.
- Help maintain an inventory of IT assets, including laptops, monitors, and accessories.
- Document and report solutions and procedures for recurring issues for leadership review.
- Maintain accurate records of support interactions and resolutions.
- Contribute knowledge base articles to help coworkers and users find self-service solutions.
- Create and submit complete tickets containing relevant information and troubleshooting steps taken.
- Communicate professionally and empathetically with users and coworkers, explaining technical information clearly to non-technical users.
- Provide updates on ticket status and possible resolutions.
- Participate in the team environment and assist coworkers as needed.
- Follow IT and departmental policies and procedures.
- Report potential security incidents or breaches to the appropriate teams or team leaders.
Benefits
- 11 paid holidays.
- Five weeks of PTO to start, accrued throughout the year.
- Medical, dental, and vision plans.
- Company-paid life insurance and disability coverage options, including voluntary supplemental plans.
- 401(k) employer match, with the potential for an additional discretionary employer contribution.
- Flexible schedules designed to support employees and clients.
- Hybrid work options for eligible roles.
- Employee referral bonus program.
- Training and tuition reimbursement.
- Opportunities for career advancement.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
