Systems Administrator Level 1

ELEVI Associates•Annapolis Junction, MD

20h•$50,000 - $85,000•Onsite

About The Position

This role is for a Systems Administrator Level 1 at ELEVI, focusing on providing IT support and technical assistance. The position requires a willingness to work in the Annapolis Junction area and necessitates a current and active security clearance with FS polygraph. The company emphasizes that employees deserve more than just a job and offers opportunities for skill expansion and personal career growth within a diverse and inclusive environment.

Requirements

Current and active security clearance with FS polygraph
Bachelor's degree in a technical discipline from an accredited college or university (or ten (10) years of additional system administration experience may be substituted)
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.