Systems Administrator Level 1

ELEVI Associates•Annapolis Junction, MD

5h•$50,000 - $85,000•Onsite

About The Position

To become an ELEVI employee you will need to be willing to work in the Annapolis Junction, area. You must have a current and active security clearance with FS polygraph. A Bachelor's degree in a technical discipline from an accredited college or university is required. Ten (10) years of additional system administration experience may be substituted for a bachelor’s degree. Experience with ServiceNow Ticketing system and Customer Service Experience is also required. The schedule for this position is Friday-Monday, 6am-4pm.

Requirements

Current and active security clearance with FS polygraph
Bachelor's degree in a technical discipline from an accredited college or university (or 10 years of additional system administration experience)
ServiceNow Ticketing system experience
Customer Service Experience

Responsibilities

Respond to user inquiries via phone, email, chat, or ticketing systems.
Log and track support requests using help desk ticketing system.
Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
Provide step-by-step guidance to users for troubleshooting common problems.
Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.
Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
Install, configure, and update software on user devices.
Assist with password resets, account lockouts, and access issues.
Support basic printer, scanner, and peripheral troubleshooting.
Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).
Document and report solutions and procedures for recurring issues for leadership review.
Maintain and report accurate records/tickets of support interactions and resolutions.
Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions.
Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.