As a Tier II Windows System Administrator, the individual will be responsible for responding to user inquiries and issues using Standard Operating Procedures (SOPs). In this role, the Administrator will create tickets and resolve user issues or route them to the appropriate queue.
Must be able to work Wednesday - Sunday
Hybrid position
Responsibilities
Responds to requests and troubleshoots technical problems
Updates newly assigned tickets with appropriate status
Keep all tickets up to date and changes ticket to reflect current status
Completes the minimum number of tickets daily/weekly
Troubleshoots and repairs problems with baseline services such as anti-virus, HBSSM, and the AGM
Installation of software as required
Identifies and if appropriate, corrects network connectivity and server application problems
Assists with email or Active Directory issues
Identifies and resolves all workstation and printer problems
Checks and responds to email regularly throughout the work day
Provides outstanding customer service experience in a variety of circumstances across all organizational levels
Assists Tier 1 administrators during high call volume or queue periods
Submits a daily report that details work accomplishments
Performs other tasks as required by OSC and the Government contracting office
Required Qualifications/Education And Experience
High School Diploma or equivalent
Must possess Security+ Certification or DoD 8570 certified at IAT Level II/IAM Level III or Higher
Possess an ITIL v3 Foundation certification at hire or the ability to obtain the certification within 120 days of hire
Knowledge of Tactics, Techniques and Procedures (TTP)
Ability to work on weekends, based on business needs
Must have strong oral and written communication skills
The ability to interact with team members, external vendors, various levels of management and internal clients with assorted levels of computer experience
Must have and maintain a Secret personnel clearance
Preferred Qualifications/Education And Experience
4+ years of experience desired
Military experience is strongly preferred
Equal Employment Opportunity/M/F/disability/protected veteran status
Seniority level
Entry level
Employment type
Full-time
Job function
Strategy/Planning and Information Technology
Industries
IT Services and IT Consulting
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