Systems Administrator

Responsibilities

• Provide systems administration and Tier 2 help desk support in a 24/7/365 operational environment for a comprehensive suite of communication and messaging applications used between Customer headquarters, field offices, and industry partners.
• Administer message storage and retrieval systems, including search functionality, search term storage, and associated administrative tools.
• Implement and maintain role-based access control (RBAC) and advanced security controls to protect sensitive information.
• Provision, manage, and dispose of sensitive account bins used to control access to families of protected documents and systems.
• Support an agreed-upon shift schedule, including a designated team lead responsible for managing staffing assignments and ensuring appropriate coverage per shift.
• Communicate any proposed schedule changes to the Customer in advance for approval.
• Deliver Tier 2 support for the Customer's proprietary communication system, resolving escalated issues that Tier 1 could not address, including break-fixes, configuration issues, and hardware repairs.
• Oversee daily performance and operations of IT messaging systems.
• Maintain accurate records of daily data communication transactions, problems encountered, remedial actions taken, and installation activities.
• Log incidents and provide direct support to end users.
• Serve as a tiered point of contact for all issues related to Customer-supported applications.
• Provide technical assistance to messaging system users, with a focus on messaging-specific support.
• Respond to user questions and resolve issues submitted via telephone, email, or the Customer's ticketing system.
• Aid users with the operation and use of specific application messaging systems.
• Respond to incidents or findings from system monitoring tools, taking proactive, remedial, or preventative action to ensure service continuity and system availability in line with service-level objectives.
• Develop, follow, and maintain Standard Operating Procedures (SOPs) for all relevant processes.
• Review SOPs at least every six months and provide recommendations to the Customer for needed updates.
• Operate within a shared help desk environment and become familiar with triage processes for help desk calls related to mission applications outside one's primary focus area.
• Provide basic Tier 1 or Tier 2 support for mission applications beyond the primary messaging system, as needed.

Requirements

• Experience answering questions via emails, hotline, and tickets.
• Experience answering users' inquiries regarding computer software and hardware operation to resolve problems.
• Experience entering commands and observing system function to verify correct operations and detect errors.
• Experience installing and performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Experience overseeing the daily performance of computer systems.
• Experience setting up equipment for employee use, performing or ensuring proper installation of communication, operating systems, and appropriate software.
• Experience maintaining record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Experience reading technical manuals, conferring with users, and conducting computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Experience monitoring events and performing corrective actions according to documentation.
• Experience escalating incident reports to required groups and monitoring incidents.
• US citizenship and an active TS/SCI with Polygraph security clearance required.

Desired Experience

• Experience of making changes to databases by reviewing procedures found within Database Management System Manuals, or similar SOP documents.
• Experience updating and communicating with users about the progress of problem remediation.
• Experience participating in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location.
• Experience of answering users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location.