Systems Administrator

• Provide systems administration and Tier 2 help desk support in a 24/7/365 operational environment for a comprehensive suite of communication and messaging applications used between Customer headquarters, field offices, and industry partners
• Administer message storage and retrieval systems, including search functionality, search term storage, and associated administrative tools
• Implement and maintain role-based access control (RBAC) and advanced security controls to protect sensitive information
• Provision, manage, and dispose of sensitive account bins used to control access to families of protected documents and systems
• Participate in a merged support team structure that provides Tier 1-3 support across multiple mission applications
• Support an agreed-upon shift schedule, including a designated team lead responsible for managing staffing assignments and ensuring appropriate coverage per shift
• Communicate any proposed schedule changes to the Customer in advance for approval
• Deliver Tier 2 support for the Customer’s proprietary communication system, resolving escalated issues that Tier 1 could not address, including break-fixes, configuration issues, and hardware repairs
• Oversee daily performance and operations of IT messaging systems
• Maintain accurate records of daily data communication transactions, problems encountered, remedial actions taken, and installation activities
• Log incidents and provide direct support to end users
• Serve as a tiered point of contact for all issues related to Customer-supported applications
• Provide technical assistance to messaging system users, with a focus on messaging-specific support
• Maintain a service-oriented perspective, understanding the relationships, dependencies, and requirements among hardware, software components, and supporting organizations
• Respond to user questions and resolve issues submitted via telephone, email, or the Customer’s ticketing system
• Assist users with the operation and use of specific application messaging systems
• Respond to incidents or findings from system monitoring tools, taking proactive, remedial, or preventative action to ensure service continuity and system availability in line with service-level objectives
• Monitor daily operational tasks, including environment health, spills, message rejections, message flow, and abnormalities across current and legacy messaging systems
• Develop, follow, and maintain Standard Operating Procedures (SOPs) for all relevant processes
• Review SOPs at least every six months and provide recommendations to the Customer for needed updates
• Operate within a shared help desk environment and become familiar with triage processes for help desk calls related to mission applications outside one’s primary focus area
• Provide basic Tier 1 or Tier 2 support for mission applications beyond the primary messaging system, as needed

• Experience answering questions via emails, hotline, and tickets
• Experience answering users’ inquiries regarding computer software and hardware operation to resolve problems
• Experience entering commands and observing system function to verify correct operations and detect errors
• Experience installing and performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
• Experience overseeing the daily performance of computer systems
• Experience setting up equipment for employee use, performing or ensuring proper installation of communication, operating systems, and appropriate software
• Experience maintaining record of daily data communication transactions, problems and remedial action taken, and installation activities
• Experience reading technical manuals, conferring with users, and conducting computer diagnostics to investigate and resolve problems and to provide technical assistance and support
• Experience monitoring events and performing corrective actions according to documentation
• Experience escalating incident reports to required groups and monitoring incidents
• US citizenship and an active TS/SCI with Polygraph security clearance required

Desired Experience:

• Experience of making changes to databases by reviewing procedures found within Database Management System Manuals, or similar SOP documents
• Experience updating and communicating with users about the progress of problem remediation
• Experience participating in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location
• Experience of answering users’ inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location

Do you know anyone for this position, or other positions open at The Swift Group? We offer a $5,000 bonus for any referral candidate we hire, paid out at the new hire’s 90-day mark.

Swift is a privately held, mission-driven and employee-focused services and solutions company headquartered in Reston, VA. Our capabilities include Software Development, Engineering & IT, Data Science, Cyber Enablement, Logistics, and Training. Founded in 2019, Swift supports Civilian, Defense, and Intelligence Community customers across the country and around the globe.