Quantum Sky is searching for a full-time System Administrator to support the EEOC OCIO Enterprise Helpdesk. This role provides advanced end-user, system administration, and escalated support for incidents that cannot be resolved through Tier 1 or Tier 2 desktop support. 

The System Administrator will operate in EEOC’s Microsoft-centric enterprise environment and support users, applications, workstations, network administration activities, workstation security, software deployment, Windows 11 migration, patching, vulnerability remediation, and advanced troubleshooting. 

Responsibilities:

• Provide end-user and business-functional support for incidents that cannot be resolved through Tier 1 or Tier 2 desktop support, including complex issues requiring advanced analysis and resolution. 
• Record all user contacts and reported issues as incidents for tracking, reporting, and performance management, regardless of whether the issue is resolved during the initial engagement. 
• Apply advanced knowledge of supported applications, business processes, business rules, policies, legacy systems, and end-to-end data flows to diagnose and resolve issues. 
• Address hardware, software, and telecommunications problems requiring in-depth technical analysis, coordination across multiple teams, or authorization and action by EEOC OCIO management. 
• Review and validate that incidents require escalation beyond Tier 1 and Tier 2 support. 
• Initiate advanced troubleshooting and root-cause analysis, determine whether incidents are isolated or system-wide, classify incidents, document findings, and analyze incidents against prior tickets, known issues, and historical trends. 
• Maintain thorough ticket documentation, including nature of issue, applicable technical terminology, business impacts, relevant supporting information, analysis, resolution, and artifacts in the service ticketing system. 
• Document resolutions, obtain required approvals from the Help Desk Manager or designated EEOC management, and close tickets in accordance with established procedures. 
• Provide advanced technical support for all enterprise-supported applications and the Government-provided software inventory, including versions, legacy versions, subsequent versions, upgrades, patches, feature releases, and successor products that remain within the same service scope. 
• Support Microsoft Office 365 products including SharePoint, OneDrive, Microsoft Teams, and PowerApps. 
• Support mobile device configuration and management. 
• Install and de-install user applications, move computers, disk-wipe hard drives, prepare inventory paperwork, and store equipment for reuse. 
• Maintain the EEOC operating system environment, currently migrating to Windows 11, and provide testing, troubleshooting, documentation, and consultation to ensure EEOC applications can run under USGCB-compliant guidelines. 
• Plan, test, configure, administer, and deploy operating system updates and upgrades as required by EEOC, including Windows 11 migration responsibilities during the task order period. 
• Write and test install scripts, troubleshoot configuration settings, and test/integrate applications. 
• Work with the EEOC security operations team to conduct desktop virus scans, remediate infected systems, and conduct desktop data recovery and backup. 
• Manage Azure and Active Directory activities, including user accounts, group policies, permissions, and access controls within Active Directory and Office 365. 
• Maintain and develop automation and continuous build/integration/deployment infrastructure for multiple environments; write, build, and deploy scripts using PowerShell and other utilities to improve efficiency. 
• Monitor network performance, troubleshoot connectivity issues, work with network protocols, firewalls, and network infrastructure, and support network security management. 
• Install, update, and patch applications across EEOC’s network. 
• Implement workstation security policies, monitor security threats, and manage system hardening procedures. 
• Provide technical support to end users for hardware, software, user accounts, connectivity problems, Microsoft applications, and Microsoft systems. 

Required:

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field. 
• In lieu of a degree, a minimum of ten (10) years of relevant professional experience may be substituted. 
• Experience with Azure and Active Directory management, Office 365 permissions and access controls, and PowerShell or other utilities to improve administrative efficiency. 
• Experience monitoring network performance, troubleshooting connectivity issues, and working with network protocols, firewalls, network infrastructure, and network security. 
• Experience installing, updating, patching, and supporting applications across an enterprise network. 
• Experience implementing workstation security policies, monitoring threats, managing hardening procedures, and supporting vulnerability remediation timelines. 
• Ability to complete 95% of assigned tickets within required service levels, support desktop and system availability of not less than 90% during operational hours, and complete 95% of approved patches, updates, and vulnerability remediation actions within established timelines. 
• Acceptable command of the English language and ability to pass COR resume review. 

Clearance: 

• Must currently possess or be able to favorably pass a full-field five-year employment background investigation prior to performing work under the contract. 
• Must have at least a Background Investigation (BI). The PWS states the process normally requires a completed SF-85P, “Questionnaire for Public Trust Positions,” and references OPM suitability standards. 

Location:

• Primary on-site work location is EEOC Headquarters, 131 M Street NE, Washington, DC 20507. Each Work Order will specify the work location. 
• On-site work is generally performed between 7:00 a.m. and 7:00 p.m. Eastern Time, Monday through Friday, excluding legal holidays and Federal Government closures, unless otherwise requested by the COR. 
• Limited travel may be required during the period of performance if approved by the COR. On-site and off-site support resources must be located within the United States. 
• Ad hoc telework may be permitted as part of on-site services if approved by the COR; telework schedules require mutual agreement and formal incorporation under the contract or bilateral modification. 

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically between 125-145K. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.