Infrastructure Support Specialist

Servers, VPN clients, endpoints, and a ticket queue - in the same day, and all of it yours.

Sienna Systems is seeking a hands-on Infrastructure Support Specialist to join our Social Security Administration Special Notice Option (SNO) team in Alexandria, Virginia.

SNO is how SSA delivers notices to beneficiaries who need them in an alternate format - Braille, large print, audio, and data files. The systems you support are what get those notices processed, tracked, and out the door on time to people who cannot read a standard letter.

You will be the person who keeps the physical and virtual infrastructure running: servers, directory and authentication services, connectivity, endpoints, and the day-to-day equipment the program depends on. Small team, real ownership, direct contact with the government technical staff., * Administer, configure, maintain, and troubleshoot the infrastructure supporting SNO, including server platforms, directory services, authentication services, virtual environments, network connectivity, office productivity tools, and endpoint protection.

• Administer and maintain operational equipment including local and remote connectivity, printers and peripherals, VPN connections, and the related hardware and software.
• Build and configure desktops and workstations for program staff.
• Troubleshoot escalated incidents and drive them to resolution, documenting tickets against service level agreements and escalation processes.
• Maintain infrastructure documentation including Visio diagrams, as-built documentation, asset inventory, and repeatable procedures.
• Support change management and process improvement, providing documented changes for review.
• Coordinate with vendors and support technology planning and infrastructure lifecycle management.
• Collaborate with government staff and other stakeholders supporting the program.

• Able to obtain and maintain a Public Trust suitability determination
• At least 2 years of hands-on IT infrastructure implementation experience
• Experience with SCCM 2012 or later
• Experience with VPN connectivity, including troubleshooting Cisco VPN router and client software
• Experience with VoIP infrastructure
• Strong understanding of TCP/IP and other networking principles
• Knowledge of computer and network security systems, applications, procedures, and techniques
• Working knowledge of incident management tools and help desk software applications
• Familiarity with technical support practice including ticket documentation, service level agreements, statistics, and escalation processes
• Excellent analytical, troubleshooting, and critical-thinking skills
• Strong command of spoken and written English
• Solid organization, presentation, and documentation ability, including Visio diagrams and as-built documentation

Preferred Qualifications:

• Prior federal program experience or an existing federal suitability determination
• ITIL Foundation, Network+, or Security+ certification
• Vendor management and infrastructure lifecycle management (ITIL) experience
• Familiarity with Section 508 accessibility standards
• Understanding of change management, process improvement, and asset inventory principles

• $70,000 - $75,000 based on experience
• On-site in Alexandria, Virginia
• Established SSA program with a defined mission and a stable government customer
• 401(k) with 4% matching, immediate vesting, no restrictions
• 3 weeks Paid Time Off plus 11 Federal Holidays
• Broad exposure across servers, virtualization, networking, and endpoints rather than one narrow lane