Systems Administrator I (AE26101312)

• High School Diploma or GED and 10 years of experience
  
• Bachelors Degree with 5 years of experience
  
• Only IT related work experience will count towards the years of experience
  
• Skills and Tool Experience: Customer Service with ServiceNow Ticketing System
  
• Certifications: CompTIA A+ CE and/or CompTIA Network+CE
  

• 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.
  
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
  

• 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
  
• 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