Help Desk Systems Administrator, Tier 1 (AE26081527)
$73,000–$82,000 year
On-siteAnnapolis Junction, Maryland, United States
Job Summary
Respond to user inquiries via phone, email, chat, or ticketing systems and log support requests using ServiceNow. Diagnose and resolve basic technical issues related to hardware, software, and network connectivity, providing step-by-step guidance for troubleshooting. Install, configure, and update software on user devices while assisting with password resets and peripheral troubleshooting. Maintain IT asset inventory and document solutions for recurring issues to contribute to knowledge base articles. Escalate complex problems to second-level support as needed and report potential security incidents. Maintain a professional tone when communicating technical information to non-technical users and ensure adherence to all IT policies. This mission-essential role requires an Active Top Secret SCI clearance and is based on-site in Annapolis Junction, MD, with a Monday-to-Friday 6am to 4pm shift.
Required Qualifications
- Active Top Secret SCI with appropriate polygraph
- High School diploma or GED with 10 years or experience
- Bachelors degree with 5 years of experience
- Strong Customer Service skills
- ServiceNow Ticketing System
- IAT Level 1
- CompTIA A+ CE
- CompTIA Network+ CE
- Monday to Friday 6am to 4pm
- Annapolis Junction, MD
- On-site work
- Work on holidays when required
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