Shift: Friday - Monday. 12pm - 10pm

Description:
The System Administrator (SA) Skill Level 1 provides support for implementation, troubleshooting and maintenance of Information Technology (IT) systems. Manages IT system infrastructure and any processes related to these systems. Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc. Provides Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems. Provides support for the escalation and communication of status to agency management and internal customers. Provides support for the dispatch system and hardware problems and remains involved in the resolution process. Configures and manages UNIX and Windows operating systems and installs/loads operating system software, troubleshoots, maintains integrity and configures network components along with implementing operating systems enhancements to improve reliability and performance.

Due to federal contract requirements, United States Citizenship and position appropriate security clearance is required. (e.g. Active TS/SCI security clearance with customer appropriate polygraph).

Capabilities:

• 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
• 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)
• Document and report solutions and procedures for recurring issues for leadership review.
• Maintain and report accurate records/tickets of support interactions and solutions
• 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
• Maintain a professional and empathetic tone when dealing with users and co-workers
• Communicate technical information clearly to non-technical users
• Document and provide updates on ticket status and possible solutions
• Actively participate in team environment assisting co-workers when needed
• 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

Required Qualifications:

• TS/SCI with Agency Appropriate Polygraph
• Five (5) years of experience as an SA in programs and contracts of similar scope, type, and complexity are required.
• Bachelor's degree in a technical discipline from an accredited college or university is required.
• Five (5) years of additional SA experience may be substituted for a Bachelor's
  degree.
• DoD 8570 IAT level 1 (CompTIA Network+, CompTIA A+)

Salary Range: $100,000.00 - $110,000.00 (Annually)
Annual Compensation Figures listed for this position serve as a general guideline and are not a guarantee of compensation. Compensation will vary dependent upon factors including but not limited to: Government contract rates; annual hours worked; education; relevant prior work experience, knowledge, skills, and competencies; certifications, and geographic location.

Benefits Package:
Itezz Inc. believes in generously supporting employees as they prepare for retirement. The company automatically contributes an additional 10% of each employee's gross compensation to the company SEP IRA plan, with no requirement for employee matching. All contributions are fully vested from day one, ensuring immediate ownership of retirement funds.

Full-time employees have the option to participate in a variety of voluntary benefit plans including:

• A Choice of CareFirst BlueChoice Medical Plans, some with Health Savings Account (HSA)
• CareFirst Preferred Dental
• CareFirst BlueVision