Help Desk Systems Administrator, Tier 1 (AE26080924)

Advantage Engineering & IT Solutions • Annapolis Junction, MD

1d • Onsite

About The Position

AEITS, Inc., a GTSC company, is growing its team and seeking a Systems Administrator, Tier 1. 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 primary mission involves the management and sustainment of the AWS infrastructure. A Top Secret SCI clearance with an appropriate polygraph is required. This role is not hybrid or remote.

Requirements

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

• 401K with employer contribution. Fully vested at 1 year anniversary.
• Five (5) weeks comprehensive annual leave (25 workdays).
• Additional leave can be earned in lieu of overtime.
• 11 Paid Federal Government Holidays.
• Up to $5,000 annually for individually tailored education / training program. All education plans must be pre-approved by Advantage Engineering management.
• Life Insurance at 1x annual salary with employee option to purchase additional coverage for self and dependents.
• Short-term and long-term disability.
• Generous contribution towards the cost of monthly medical plans for any of the three medical, 1 dental and 1 vision plan provided by CareFirst.
• Generous incentives and performance bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED