Systems Administrator

Swift•McLean, VA

62d•Onsite

About The Position

Swift is a privately held, mission-driven and employee-focused services and solutions company headquartered in Reston, VA. Our capabilities include Software Development, Engineering & IT, Data Science, Cyber Enablement, Logistics, and Training. Founded in 2019, Swift supports Civilian, Defense, and Intelligence Community customers across the country and around the globe. We are looking for a Systems Administrator to join our high-performing team on a dynamic, mission-focused program. In this role, you will support a comprehensive suite of applications doing systems administration and Tier 2 help desk support in a 24/7 environment. The role is in McLean, VA.

Requirements

Experience answering questions via emails, hotline, and tickets
Experience answering users' inquiries regarding computer software and hardware operation to resolve problems
Experience entering commands and observing system function to verify correct operations and detect errors
Experience installing and performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
Experience overseeing the daily performance of computer systems
Experience setting up equipment for employee use, performing or ensuring proper installation of communication, operating systems, and appropriate software
Experience maintaining record of daily data communication transactions, problems and remedial action taken, and installation activities
Experience reading technical manuals, conferring with users, and conducting computer diagnostics to investigate and resolve problems and to provide technical assistance and support
Experience monitoring events and performing corrective actions according to documentation
Experience escalating incident reports to required groups and monitoring incidents
US citizenship and an active TS/SCI with Polygraph security clearance required

Nice To Haves

Experience of making changes to databases by reviewing procedures found within Database Management System Manuals, or similar SOP documents
Experience updating and communicating with users about the progress of problem remediation
Experience participating in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location
Experience of answering users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location

Responsibilities

Provide systems administration and Tier 2 help desk support in a 24/7/365 operational environment for a comprehensive suite of communication and messaging applications used between Customer headquarters, field offices, and industry partners
Administer message storage and retrieval systems, including search functionality, search term storage, and associated administrative tools
Implement and maintain role-based access control (RBAC) and advanced security controls to protect sensitive information
Provision, manage, and dispose of sensitive account bins used to control access to families of protected documents and systems
Participate in a merged support team structure that provides Tier 1-3 support across multiple mission applications
Support an agreed-upon shift schedule, including a designated team lead responsible for managing staffing assignments and ensuring appropriate coverage per shift
Communicate any proposed schedule changes to the Customer in advance for approval
Deliver Tier 2 support for the Customer's proprietary communication system, resolving escalated issues that Tier 1 could not address, including break-fixes, configuration issues, and hardware repairs
Oversee daily performance and operations of IT messaging systems
Maintain accurate records of daily data communication transactions, problems encountered, remedial actions taken, and installation activities
Log incidents and provide direct support to end users
Serve as a tiered point of contact for all issues related to Customer-supported applications
Provide technical assistance to messaging system users, with a focus on messaging-specific support
Maintain a service-oriented perspective, understanding the relationships, dependencies, and requirements among hardware, software components, and supporting organizations
Respond to user questions and resolve issues submitted via telephone, email, or the Customer's ticketing system
Assist users with the operation and use of specific application messaging systems
Respond to incidents or findings from system monitoring tools, taking proactive, remedial, or preventative action to ensure service continuity and system availability in line with service-level objectives
Monitor daily operational tasks, including environment health, spills, message rejections, message flow, and abnormalities across current and legacy messaging systems
Develop, follow, and maintain Standard Operating Procedures (SOPs) for all relevant processes
Review SOPs at least every six months and provide recommendations to the Customer for needed updates
Operate within a shared help desk environment and become familiar with triage processes for help desk calls related to mission applications outside one's primary focus area
Provide basic Tier 1 or Tier 2 support for mission applications beyond the primary messaging system, as needed