Systems Administrator

Clearance: You must hold an active Secret Clearance to qualify and you must be eligible to obtain Top Secret SCI per program requirements. US Citizenship is required.

Shift: 12:00 am to 8:00 am

Primary Responsibilities

• Serves as the initial point of contact for troubleshooting hardware/software PC problems
• Provides phone support to users in the areas of e-mail/exchange, print services, directories, standard Windows desktop applications, chat, and SharePoint
• Provides 2nd level support in the areas of (but not limited to) – AD DS, Group Policies, Domain Services, Database Servers, VOIP, XMPP, ACAS, STIGs, vSphere, WSUS, SolarWinds, and File Servers
• Answers trouble calls from Customers and Tier I organizations
• Creates/Updates trouble tickets in DISA's Global Ticketing Management System (Remedy trouble ticket system)
• Compiles analysis of trouble tickets to provide monthly trending reports
• Monitors status of open tickets and reporting progress at the weekly operations meeting with the customer
• Builds briefing slides concerning trouble ticket progress as required
• Escalates: When Tier 2 can’t fix the issue, ensures the trouble ticket gets escalated to a third level engineer
• Provides 24 by 7 call center support
• Performs other duties as required

Required Qualifications

• Bachelor's degree in a related discipline (e.g. Computer Science, Computer Information Systems, Network Engineering, Math) and a minimum of 7 years' experience OR High School Diploma and at least 15 years of experience.
• 5 years direct experience in the past seven years with DoD/Military/Agency projects supporting IT networks
• Must hold an active and current DOD Secret/SSBI clearance and be eligible to obtain TS/SCI eligibility
• Position requires a current DoD 8570 IAT Level II certification

Preferred Qualifications

• ITIL Foundations certificate (v3 or ITIL 4)

MPES