Systems Administrator, Level I (AE26101659)

Advantage Engineering & IT Solutions Inc•Annapolis Junction, MD

11d•Onsite

About The Position

AEITS, Inc., a GTSC company, is seeking a Systems Administrator, Tier 1, for a mission-critical, on-site position in Annapolis Junction, Maryland. The schedule is Friday through Monday, 6:00 AM to 4:00 PM, with initial training for a few weeks, Monday through Friday, 6:00 AM to 2:00 PM. The role may require working on holidays and is not hybrid or remote. An active Top Secret SCI clearance with the appropriate polygraph is required. The Systems Administrator responds to user inquiries, records and tracks help desk requests, diagnoses and resolves basic hardware, software, and network connectivity problems, and guides users through troubleshooting. The role also handles software installation and updates, password and account access issues, basic peripheral troubleshooting, and IT asset inventory. The employee documents support interactions and solutions, contributes to knowledge base content, communicates clearly and professionally with users and colleagues, and follows IT and departmental security policies. Guidance and mentoring for less experienced professionals, new hires, and trainees may be needed.

Requirements

Active Top Secret SCI clearance with appropriate polygraph.
IAT Level 1 certification.
CompTIA A+ CE certification.
CompTIA Network+ CE certification.
High school diploma or GED and 10 years of experience, or a bachelor's degree and 5 years of experience.
Only IT-related work experience counts toward the experience requirement.
Customer service skills.
Experience with the ServiceNow ticketing system.

Responsibilities

Respond to user inquiries by phone, email, chat, or ticketing system.
Log and track support requests in a help desk ticketing system.
Diagnose and resolve basic hardware, software, and network connectivity issues.
Guide users step by step through troubleshooting common problems.
Escalate complex issues to second-level support or specialized teams through the ticketing system when necessary.
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.
Troubleshoot printers, scanners, and other peripherals.
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 and report accurate records of support interactions and resolutions.
Contribute knowledge base articles to help colleagues and users find self-service solutions.
Create and submit accurate tickets containing necessary information and troubleshooting steps taken.
Communicate professionally and empathetically with users and colleagues, explaining technical information clearly to non-technical users.
Provide ticket status updates and possible resolutions.
Participate in the team environment and assist co-workers when needed.
Follow IT and departmental policies and procedures.
Report potential security incidents or breaches to appropriate teams or team leaders.

Benefits

401(k) with employer contribution; fully vested at the one-year anniversary.
Five weeks of 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 an individually tailored education or training program, subject to pre-approval by Advantage Engineering management.
Life insurance at one times annual salary, with the option to purchase additional coverage for the employee and dependents.
Short-term and long-term disability.
Employer contributions toward monthly medical plan costs; medical, dental, and vision plans are available through CareFirst.
Employees are eligible to earn incentives and performance bonuses.

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