Systems Administrator Level 1

Location: Annapolis Junction area

Active security clearance with FS polygraph required.

Qualifications

• Bachelor’s degree in a technical discipline from an accredited college or university (required)
• Ten years of additional system administration experience may substitute for the bachelor’s degree
• ServiceNow Ticketing system experience
• Customer Service experience

Schedule

Friday–Monday, 12 p.m.–10 p.m.

Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems
• Log and track support requests using the 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 via ticketing system
• Provide guidance to less experienced professionals; mentor new hires and trainees
• 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 co-workers and users to enable self-service solutions
• Accurately create and submit tickets containing all needed information and troubleshooting steps taken

Pay

The proposed salary range for this position is $50,000–$85,000. Final salary may vary based on geographic location, Federal Government contract labor categories and wage rates, relevant prior work experience, specific skills and competencies, education, and certifications.

Benefits

• Comprehensive healthcare, wellness, financial, and retirement benefits
• Family support programs
• Continuing education and learning & development opportunities
• Time-off benefits
• Flexible work arrangements to balance quality work and personal life
• Trust-based time-off policy (no tracking or accrual required)
• Empowerment to shape your own work schedule for optimal results