Systems Administrator, Level I (AE26101659)

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Log and track support requests using a 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 the ticketing system.
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.

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 to provide updates on ticket status and possible resolutions.
• Actively participate in the 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.

• High School Diploma or GED and 10 years of experience.
• Bachelor’s degree with 5 years of experience.
• Only IT-related work experience will count towards the years of experience.

Skills and Tool Experience:

• Customer Service
• ServiceNow Ticketing System

~~~ Shift WORK - Friday to Monday, 6 AM to 4 PM, with initial training for a few weeks, Monday to Friday, 6 AM to 2 PM.

Mission-critical position may require work on holidays.

All work is on-site. This is not a hybrid or remote position.

Clearance: Active Top Secret SCI with appropriate polygraph.

Certifications:

• IAT Level 1
• CompTIA A+ CE
• CompTIA Network+ CE, BENEFITS - Full-time Employees
• 401K with employer contribution. Fully vested at 1 year anniversary.
• Five (5) weeks comprehensive annual leave (25 workdays).
• Additional leave can be earned in lieu of overtime.
• 11 Paid Federal Government Holidays.
• Up to $5,000 annually for individually tailored education / training program.
• All education plans must be pre-approved by Advantage Engineering management.
• Life Insurance at 1x annual salary with employee option to purchase additional coverage for self and dependents.
• Short-term and long-term disability.
• We contribute a generous portion towards the cost of monthly medical plans for any of the three medical, 1 dental and 1 vision plan provided by CareFirst.
• All employees are eligible to earn generous incentives and performance bonuses.