Help Desk Systems Administrator, Tier 1, 12-10pm (AE26080924)

GTSC-Talent Solutions•Annapolis Junction, MD

21h•Onsite

About The Position

GTSC seeks a Systems Administrator, Tier 1 to manage and sustain the AWS infrastructure. This is a mission-essential, on-site position located in Annapolis Junction, MD, requiring shift work from Monday to Friday, 12 PM to 10 PM. The role requires an active Top Secret SCI clearance with an appropriate polygraph.

Requirements

High School diploma or GED with 10 years of experience; OR Bachelor's degree with 5 years of experience.
Strong Customer Service skills.
ServiceNow Ticketing System experience.
Active Top Secret SCI with appropriate polygraph clearance.
IAT Level 1 certification (CompTIA A+ CE, CompTIA Network+ CE). Training is 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
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 growth through training and tuition reimbursement