Brief Overview of Position:The System Administrator - Helpdesk Lead/Manager manages Tier 1 help desk operations, ensuring SLA compliance and timely resolution of user issues. They act as the primary escalation point for unresolved technical issues requiring system administration expertise.
The System Administrator - Helpdesk Lead/Manager performs system administration tasks, including account management, permissions updates, and troubleshooting classified and unclassified systems. They maintain and update the ServiceNow knowledge base, ensuring accuracy and relevance. They monitor the ServiceNow ticketing system and oversee ticket categorization, prioritization, and resolution. The System Administrator - Helpdesk Lead/Manager provides monthly reports on help desk performance, including metrics such as response times, resolution rates, and user satisfaction. They collaborate with DISA AND/OR ARMY for escalated issues and ensure compliance with security policies.
Required Qualifications:- Bachelor's degree in Information Technology, Computer Science, or related field
- Alternatively, 10 years of relevant work experience in system administration and help desk operations may be substituted for a degree.
- Relevant certifications such as CompTIA Security+, Microsoft Certified: Azure Administrator Associate, or equivalent.
- SECRET Clearance
Required Experience:- Minimum 7 years of experience in system administration and help desk operations.
- Strong technical foundation in system administration tasks, including Active Directory and Azure AD management.
- Familiarity with Army and DoD IT systems, including classified and unclassified networks
