As a Tier II Windows System Administrator, the individual will be responsible for responding to user inquiries and issues using Standard Operating Procedures (SOPs). In this role, the Administrator will create tickets and resolve user issues or route them to the appropriate queue.
Responsibilities
- Responds to requests and troubleshoots technical problems
- Updates newly assigned tickets with appropriate status
- Keep all tickets up to date and changes ticket to reflect current status
- Completes the minimum number of tickets daily/weekly
- Troubleshoots and repairs problems with baseline services such as anti-virus, HBSSM, and the AGM
- Installation of software as required
- Identifies and if appropriate, corrects network connectivity and server application problems
- Assists with email or Active Directory issues
- Identifies and resolves all workstation and printer problems
- Checks and responds to email regularly throughout the work day
- Provides outstanding customer service experience in a variety of circumstances across all organizational levels
- Assists Tier 1 administrators during high call volume or queue periods
- Submits a daily report that details work accomplishments
- Performs other tasks as required by OSC and the Government contracting office
Required Qualifications/Education And Experience
- High School Diploma or equivalent
- Must possess Security+ Certification or DoD 8570 certified at IAT Level II/IAM Level III or Higher
- Possess an ITIL v3 Foundation certification at hire or the ability to obtain the certification within 120 days of hire
- Knowledge of Tactics, Techniques and Procedures (TTP)
- Ability to work on weekends, based on business needs
- Must have strong oral and written communication skills
- The ability to interact with team members, external vendors, various levels of management and internal clients with assorted levels of computer experience
- Must have and maintain a Secret personnel clearance
Preferred Qualifications/Education And Experience
- 4+ years of experience desired
- Military experience is strongly preferred
Equal Employment Opportunity/M/F/disability/protected veteran status
