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# System Administrator 1 - Tier 1

- **Company:** Orion Consortium
- **Location:** Anne Arundel County, MD, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** CompTIA Network+, Issue Tracking Systems, Network Connections, ServiceNow IT Service Management
- **Published:** November 3, 2026
- **Apply:** https://www.thejobnetwork.com/job/e979290d-76a2-42f0-be89-1cb0f85381be/system-administrator-tier-

## About the Role

* Customer Service
 * ServiceNow Ticketing System

Required Certification:
IAT Level 1 certification
CompTIA A+ CE or CompTIA Network+ CE

Education/Experience:
HS or GED - 10 Years
Bachelors - 5 Years

## Description

Core Responsibilities

 * 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.
 * 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 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.