About the Role:We are seeking an experienced
Systems Administrator to provide advanced Tier III technical support for enterprise IT infrastructure, end-user computing environments, cybersecurity operations, and commercial off-the-shelf (COTS) applications. This role serves as the primary escalation point for Level II support, ensuring timely incident resolution while maintaining the stability, security, and performance of enterprise systems.
Location:
On-site, Washington, DCClearance Requirements:- U.S. Citizenship is required.
- Applicants selected for this position must be able to obtain and maintain a Public Trust clearance.
- Employment is contingent upon the successful completion of a Government background investigation and all applicable security requirements.
Responsibilities:- Serve as the Tier III escalation point for incidents unresolved by Level II support.
- Troubleshoot complex hardware, software, infrastructure, and application issues.
- Manage incidents, service requests, and questions using the organization's ticketing system.
- Provide end-to-end support for users through phone, chat, email, voicemail, and walk-up services.
- Monitor, update, and resolve support tickets within established service level agreements (SLAs).
- Escalate issues to subject matter experts according to established escalation procedures.
- Administer user accounts, permissions, passwords, and access for enterprise applications and infrastructure.
- Provision, modify, and remove user access based on business requirements.
- Develop, maintain, and troubleshoot enterprise desktop images.
- Maintain production desktop images with current patches and business application updates.
- Resolve software compatibility issues within enterprise images.
- Provide engineering support for desktop deployment and lifecycle management.
- Assist users with Section 508 accessibility compliance for electronic documents.
- Support organizational cybersecurity policies and secure computing standards.
Minimum Qualifications:- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in systems administration within a professional or technical services environment.
- Advanced knowledge of monitoring best practices and tools to include MECM and SCOM
- Proven expertise in managing Windows and Linux server environments.
- Experience providing Tier III desktop and infrastructure support.
- Strong knowledge of Windows operating systems and Microsoft enterprise technologies.
- Experience with Active Directory, user account administration, and identity management.
- Experience with enterprise endpoint management and desktop imaging.
- Knowledge of cybersecurity best practices, endpoint protection, and vulnerability remediation.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Strong verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience supporting executive-level customers preferred.
Preferred Qualifications:- Certifications such as Microsoft Certified: Azure Administrator, Red Hat Certified Engineer (RHCE), or Cisco Certified Network Associate (CCNA).
- Experience with automation tools such as Ansible, Puppet, or PowerShell scripting.
- Familiarity with containerization technologies like Docker and Kubernetes.
- Background in managing hybrid cloud environments and cloud migration projects.
- Prior experience working in a consulting or professional services firm.
- Experience supporting Zero Trust environments.
- Experience supporting government or highly regulated environments.
Physical Requirements- Ability to travel between facilities within the DC area as needed for support.
- Ability to perform on-site duties across designated shifts.
Monday thru Friday - 7am to 4pm; 8am to 5pm; 9am to 6pm; 10am to 7pm
Saturday and Sunday - 7am to 1pm or 1pm to 7pm
