Systems Administrator Level 1

ELEVI Associates•Columbia, MD

19h•$50,000 - $120,000•Onsite

About The Position

The Systems Administrator Level 1 provides user support by responding to inquiries, diagnosing and resolving basic hardware, software, and network connectivity issues, and guiding users through troubleshooting. The role logs, tracks, and updates support tickets, escalates complex issues, and may mentor less experienced professionals, new hires, and trainees. The position also assists with software installation and updates, password resets, account lockouts, access issues, peripheral troubleshooting, and IT asset inventory. It maintains accurate support records, documents recurring solutions, contributes to knowledge base articles, and ensures adherence to IT and departmental policies. Potential security incidents or breaches must be reported to the appropriate teams or team leaders. The role requires willingness to work in the San Antonio, Texas area and an active security clearance with an FS polygraph. It is mission essential and may include holiday work when required. The stated proposed salary range is $50,000–$120,000.

Requirements

Willingness to work in the San Antonio, Texas area.
Current and active security clearance with FS polygraph.
Bachelor’s degree in a technical discipline from an accredited college or university, or ten years of additional system administration experience in place of the degree.
Customer service skills.
Experience with a ServiceNow Ticketing System.

Responsibilities

Respond to user inquiries by phone, email, chat, or ticketing systems.
Log and track support requests using a help desk ticketing system.
Diagnose and resolve basic hardware, software, and network connectivity issues.
Provide users with step-by-step guidance for troubleshooting common problems.
Escalate complex issues to second-level support or specialized teams through the ticketing system.
Provide guidance to less experienced professionals and mentor 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 such as laptops, monitors, and accessories.
Document and report solutions and procedures for recurring issues for leadership review.
Maintain accurate records of support interactions and resolutions in tickets.
Contribute knowledge base articles to help coworkers and users find self-service solutions.
Create and submit accurate tickets containing the necessary information and troubleshooting steps taken.
Maintain a professional and empathetic tone with users and coworkers.
Communicate technical information clearly to non-technical users.
Provide updates on ticket status and possible resolutions.
Participate in the team environment and assist coworkers when needed.
Ensure adherence to IT and departmental policies and procedures.
Report potential security incidents or breaches to appropriate teams or team leaders.