Help Desk Systems Administrator, Tier 1 (AE26080924)

Location: Annapolis Junction, MD

Shift Work - Monday to Friday 12PM to 10PM. All work is on-site. This is not a hybrid or remote position.

Mission: Management and sustainment of the AWS infrastructure.

Clearance: Active Top Secret SCI with appropriate polygraph.

Certifications: IAT Level 1, CompTIA A+ CE, CompTIA Network+ CE. Training not acceptable to meet CE Requirement.

Requirements

• High School diploma or GED with 10 years of experience; OR Bachelor's degree with 5 years of experience.
• Strong Customer Service skills.
• Experience with ServiceNow Ticketing System.
• Mission essential position: May include work on holidays when required.

Responsibilities

• 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 resolutions.
• 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 resolutions.
• 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.

Benefits

• 401K with employer contribution. Fully vested at 1 year anniversary.
• Five (5) weeks comprehensive annual leave (25 workdays). Additional leave can be earned in lieu of overtime.
• 11 Paid Federal Government Holidays.
• Up to $5,000 annually for individually tailored education / training program. All education plans must be pre-approved by Advantage Engineering management.
• Life Insurance at 1x annual salary with employee option to purchase additional coverage for self and dependents.
• Short-term and long-term disability.
• Employer contributes a generous portion towards the cost of monthly medical plans for any of the three medical, 1 dental and 1 vision plan provided by CareFirst.
• All employees are eligible to earn generous incentives and performance bonuses.

Schedule

Monday to Friday, 12PM to 10PM.