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# Systems Administrator, Level I (AE26101659)

- **Company:** GTSC, LLC
- **Location:** Annapolis, MD, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Network Connections, ServiceNow IT Service Management
- **Published:** November 2, 2026
- **Apply:** https://www.dice.com/job-detail/3da7ba92-b964-4985-81ae-b6f883cde53e

## About the Role

* 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

## Description

* 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.