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# Help Desk Systems Administrator, Tier 1, 6am-4pm (AE26081527)

- **Company:** GTSC TALENT SOLUTIONS, LLC
- **Location:** Annapolis Junction, MD, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** CompTIA Network+, Issue Tracking Systems, Network Connections, ServiceNow IT Service Management
- **Published:** October 10, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9232315/help-desk-systems-administrator-tier-1-6am-4pm-ae26081527

## About the Role

* IAT Level 1
 * CompTIA A+ CE
 * CompTIA Network+ CE
 * Training not acceptable to meet CE Requirement

Requirements:

*
High School diploma or GED with 10 years or experience;
OR

 * Bachelors degree with 5 years of experience.
 * Strong Customer Service skills.
 * ServiceNow Ticketing System.
 * Mission essential position: May include work on holidays when required

## Description

* Respond to user inquiries via phone, email, chat, or ticketing systems
 * Log and track support requests using help desk ticketing system
 * Diagnose and resolve basic technical issues related to hardware, software, and network connectivity
 * Provide step-by-step guidance to users for troubleshooting common problems
 * Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system

Technical Support Tasks:

 * Install, configure, and update software on user devices
 * Assist with password resets, account lockouts, and access issues
 * Support basic printer, scanner, and peripheral troubleshooting
 * Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories
 * Documentation & Reporting
 * Document and report solutions and procedures for recurring issues for leadership review.
 * Maintain and report accurate records/tickets of support interactions and resolutions.
 * Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self-service solutions.
 * Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.

Customer Service & Communication

 * Maintain a professional and empathetic tone when dealing with users and co-workers.
 * Communicate technical information clearly to non-technical users.
 * Document and reply provide updates on ticket status and possible resolutions.
 * Actively participate in team environment assisting co-workers when needed.
 * Compliance & Security
 * Ensure adherence to all IT and departmental policies and procedures.
 * Report potential security incidents or breaches to appropriate teams or team leaders
 * This position is mission essential, may include work on holidays when required