Help Desk Systems Administrator, Tier 1, 6am-4pm (AE26081527)

GTSC-Talent Solutions • Annapolis Junction, MD

1d • Onsite

About The Position

GTSC seeks a Systems Administrator, Tier 1 to manage and sustain the AWS infrastructure. This is an on-site position located in Annapolis Junction, MD, requiring shift work from Monday to Friday, 6 am to 4 pm. The role is mission essential and may require work on holidays. A Top Secret SCI clearance with an appropriate polygraph is required.

Requirements

• High School diploma or GED with 10 years of experience; OR Bachelors degree with 5 years of experience.
• Active Top Secret SCI with appropriate polygraph.
• IAT Level 1
• CompTIA A+ CE
• CompTIA Network+ CE
• Strong Customer Service skills.
• ServiceNow Ticketing System.

Nice To Haves

• Training not acceptable to meet CE Requirement

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.
• 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.
• Maintain a professional and empathetic tone when dealing with users and co-workers.
• Communicate technical information clearly to non-technical users.
• Document and reply provide updates on ticket status and possible resolutions.
• Actively participate in team environment assisting co-workers when needed.
• Ensure adherence to all IT and departmental policies and procedures.
• Report potential security incidents or breaches to appropriate teams or team leaders.

Benefits

• Generous paid time off
• Comprehensive benefits
• Retirement plan
• 11 paid holidays
• Five weeks of PTO to start
• A variety of medical, dental, and vision plans
• Company-paid life insurance and disability coverage options, including voluntary supplemental plans
• Generous 401(k) employer match
• Potential for an additional discretionary employer contribution
• Robust employee referral bonus program
• Investment in your growth through training and tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level