System Administrator I

Summary
We are seeking a System Administrator I who has a broad spectrum of expertise relevant to system configuration, deployment, installation, management, and maintenance. Windows Enterprise Operating System Baseline and will be required to support local onsite workstations (Windows, Macintosh, Linux, operating systems), tablets, printers, copiers, scanners, and Android/Apple phones. Candidates will also perform system administration on system boundary components, including server/ workstations/computers, storage area network (SAN), and peripheral hardware per customer Configuration Item (CI) Database by System, and SLAs, working on-site on a daily basis.
About the Role
You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email, and walk-ins for customers’ requests concerning technical support in a timely manner. You are expected to document, track, and monitor the problem to ensure a timely resolution. Position is on onsite (with the possibility of limited telework.) Core hours are 7am – 6pm Monday – Friday.
Additionally, our team practices and ensures a positive Customer Experience for all its end-users and the support provided. The right candidate will exemplify a positive attitude and friendly communications, demonstrate patience and proper business attire, ensure timely responses and resolutions, ensure comprehensive documentation of tickets and all work products, meet scheduling commitments and facilitate cross-functional activities as needed to reach a prompt resolution.
Essential functions/responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Create and maintain Windows 10 /11 image, ensuring hardware compatibility for new computer models
• Familiarity with Active Directory, Group Policy, and DNS
• Understanding of network protocols (TCP/IP, DHCP)
• Exposure to virtualization technologies like VMWare or Citrix
• Familiarity with PowerShell and basic scripting
• Manage user accounts and access rights to system components using a centralized access Solution
• Perform operating system and firmware updates, system patches, and system audits.
• Conduct security scans using Tenable Nessus and execute domain wide system patches using HCL BigFix
• Coordinate with the customer to process account request forms and CCRs
• Provide support for new data types and product processing changes; planned system outages and recovering from unplanned system outages

• Perform software installation and lifecycle support for: Commercial-Off-The-Shelf (COTS) packages (new and subsequent upgrades); open source software packages; customer custom-developed packages (new and subsequent upgrades); standard application suites; and customer-specific applications and tools.

• Coordinate scheduled downtimes with the customer representative and operations lead, adhering to customer limitations regarding downtime and SLAs; coordinate downtime requests of operational systems with the relevant Engineer, Operations, and the Systems Lead
• Maintain and manage meeting spaces, including assurance of functioning teleconference software and equipment, performing room configurations, and providing technical assistance as needed and upon request
• Provides escalation support for Tier 2 incident resolution and communication to other System Administers
• Provide surge support to other teams as needed during times of surge (this will include desktop Tier II activities or Tier III activities)
• Create Standard Operating Procedures (SOPs) and update existing SOPs for non-standard technology
• Be involved in the implementation of managed Bigfix pushes, updates, and patches on the customer’s systems
• Image, test, and deploy computers for new requests and break/fixes
• Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers, VPN issues
• Perform Installs, Moves, Additions, and Changes (IMAC) for Tier II
• Provide IT support for remote customers using government-approved remote support tools
• Re-mediate systems with identified vulnerabilities in coordination with the ISSO

Requirements
Must Have

• Working knowledge of Service Now or equivalent ticketing systems
• Knowledge of Trellix ePolicy Orchestrator, BigFix, and computer imaging
• Strong communicator exhibiting excellent customer service skills, both oral and written
• Ability to multi-task projects and daily operations while providing regular status updates to management

Nice to Have

• ITIL v3 Foundations certification
• Experience with HCL Bigfix and Tenable Nessus
• CompTIA A+, CompTIA Network+

Work environment

• Working on-site on a daily basis

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer
• Frequent use of a keyboard, mouse and laptop
• Ability to lift up to 15 pounds on a regular basis

Travel required

• Travel may be required

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Required education and experience

• Prior experience as a System Administrator
• The ability to create, manage, and configure Windows 10/11 Image support
• At least 3 years of experience for Help Desk Tier II onsite and remote support experience in a medium to large networked environment
• Works well within a team and understands the importance of quality customer service

Preferred education and experience

• Bachelor’s degree in information technology computer science or related field or equivalent relevant work experience
• Entry-level experience managing an enterprise environment with Windows Server 2022/2016/2012 and Windows 11/10

Work authorization/security clearance requirements

• Ability to obtain a security clearance

Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
 

The base salary range for this position is $78,822.61 to $111,111.39.