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

Location: Annapolis Junction, MD

~~~ Shift Work - Monday to Friday 12PM to 10PM

All work is on-site. This is not a hybrid or remote position.

Mission: Management and sustainment of the AWS infrastructure.

Clearance: Active Top Secret SCI with appropriate polygraph.

Certifications:

• IAT Level 1
  
• CompTIA A+ CE
  
• CompTIA Network+ CE
  
• Training not acceptable to meet CE Requirement
  

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. 
  
• Mission essential position: May include work on holidays when required
  

Core 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
  

Technical Support Tasks:

• 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
  
• Documentation & Reporting
  
• 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.
  

Customer Service & Communication

• 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.
  
• Compliance & Security
  
• Ensure adherence to all IT and departmental policies and procedures.
  
• Report potential security incidents or breaches to appropriate teams or team leaders
  
• This position is mission essential, may include work on holidays when required
  

Benefits

• 11 paid holidays to support work-life balance
  
• Five weeks of PTO to start, accrued throughout the year
  
• A variety of medical, dental, and vision plans to
  fit your needs
  
• Company-paid life insurance and disability coverage
  options, including voluntary supplemental plans
  
• Generous 401(k) employer match for all employees, along
  with the potential for an additional discretionary employer contribution
  
• Flexible schedules designed to support both our
  employees and our clients
  
• Hybrid work options available for eligible roles
  
• Robust employee referral bonus program
  
• Investment in your growth through training and tuition reimbursement