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Incident and Request Management: Handle and resolve escalated service desk tickets, ensuring timely resolution of technical issues and user requests while adhering to established SLAs.
System Administration: Perform routine maintenance tasks, such as user account management, password resets, access provisioning, and basic troubleshooting for hardware, software, and network-related issues.
Documentation and Knowledge Base Maintenance: Create, update, and maintain technical documentation, user guides, and knowledge base articles to improve efficiency and empower end-users to resolve common issues independently.
Escalation and Collaboration: Collaborate with higher-level IT teams or vendors to escalate complex issues, ensuring proper communication and follow-up until resolution.
Monitoring and Reporting: Monitor system performance, service desk metrics, and ticket trends, providing regular reports to management and identifying opportunities for process improvement.
Training and Support: Provide guidance and training to junior service desk staff and end-users, promoting best practices and ensuring consistent adherence to Classified IT policies and procedures.
Typically requires a bachelor's degree and a minimum of 2 years of related experience; or an advanced degree with relevant experience who can immediately contribute at this job step; or equivalent combination of related education and work experience.
Active Top-Secret Clearance.
In accordance with DoD 8570.01M, the selected individual must meet the requirements of an IAT Level II as a condition of employment and computing environment training/certification.
Security+ Certification / 8570 Certification IAT Level II (Must possess certification within 6-months of hire date)
1+ year of relevant system administration experience
This position has an on-site requirement of 5 days a week on-site.
Excellent verbal and written communication skills to interact effectively with users, stakeholders, and security personnel while maintaining professionalism in a high-stakes environment.
Experience with classified IT systems, including secure networks (e.g., SIPRNet, JWICS), secure file transfer protocols, and government-approved software and hardware.
Demonstrated ability to follow strict procedures, document actions accurately, and ensure compliance with security policies and operational guidelines.
Ability to work under pressure, adapt to rapidly changing priorities, and think critically to resolve issues in a secure and dynamic environment.
Experience working in cross-functional teams, including security, network, and systems administrators, to ensure seamless operations in a classified setting.
This requisition requires the candidate to have a minimum of the following clearance(s): Top Secret.
Salary compensation range and midpoint: $99,000 - $124,000 - $149,000 Annual.
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