Systems Administrator (Director Support Technician)

Abile Group has an exciting and challenging opportunity for a Systems Administrator (Director Support Technician) on a 10-year contract providing User Facing and Data Center Services supporting an Intelligence Community customer.

About the Role

All team members will collaborate to support innovative design, engineering, procurement, implementation, operations, sustainment, and disposal of user-facing and data center IT services on multiple networks and security domains, at multiple locations worldwide, to support the IC mission.

Responsibilities

• Serve as the Front Office and National GEOINT Operation Center (NOC) Liaison for all UDS IT-related issues.
• Facilitate meetings and engage regularly with customers and senior leadership to address IT-related questions or concerns.
• Coordinate and plan emerging customer requirements.
• Provide situational awareness to Front Office stakeholders regarding upcoming maintenance of IT systems or technology refresh efforts.
• Deploy and sustain end-user devices and associated accessories.
• Manage hardware in all stages, including unpacking and setup of end-user devices.
• Resolve IT incidents from cradle to grave, collaborating with engineering teams and other ISP Contractor Stakeholders for Tier 3 escalation or external dependencies.
• Install application software on end-user workstations via scripted install packages.
• Perform inventory management of UDS-deployed software and end-user devices.
• Provide user education and training in basic hardware and software functions.
• Create and maintain documentation and SOPs to train new employees.
• Utilize a ServiceNow-based ticketing database to track, update, and close break/fix incident tickets and fulfill requests via RITMs and Demands.
• Identify and execute process improvements and other enhancements to improve operational efficiency.
• Provide collocated seating with Front Office staff for quick and immediate Tier 1 and Tier 2 support.
• Train end-users in the proper use of hardware and software, including large-group training sessions.
• May require after-hours or weekend support for mission, program, and special project needs.

Requirements

• Bachelor’s Degree or an equivalent combination of years of experience and education.
• 3–5 years of experience in IT support or related fields.
• 3+ years of experience supporting VIPs.
• Active TS/SCI clearance with the ability to obtain a CI Poly.
• U.S. Citizenship required.
• 100% onsite in Springfield, VA.

Qualifications

• A+ Certification, N+ Certification, Security+, or other DoD 8570.01M certification.
• ITIL v4 Foundations certification.

Skills

• Knowledge in one or more of the following areas:
  • Thin Client using Virtual Desktop Infrastructure (VDI) Technology.
  • Windows 11, Windows 10, Citrix, SMS, and SCCM|MECM.
  • Patch Management (Windows).
  • End-user hardware, including workstations (Thin Client, Thick Clients, Secure Tablets), monitors, KVMs, printers, plotters, print server configurations, VOIP phones, removable media, and mobile devices.
  • Print, fax, and scan support services.
  • Desktop VTC (DTVC).
  • Desktop Image Management.
  • Home Directory and Profile Support Services.
  • Email Support Services.
  • Software Support Services, including Windows 7, Windows 10, Win11, Citrix, SMS, and SCCM|MECM.
• Excellent troubleshooting capabilities.
• Strong time management skills and ability to work flexible schedules.
• Strong communication and writing skills (consistently document work completed).
• Strong work ethic and attention to detail.
• Ability to work independently on projects and tasks.
• Ability to move and lift computers, printers, monitors, and other hardware.
• Team player willing to share knowledge and learn from others.
• Enthusiasm and ability to adapt to new and changing technologies.