System Administrator / Tier II Support

System Administrator / Tier II Support is a hybrid role that blends technical support for end-users and the administration of IT systems. This position is responsible for ensuring smooth day-to-day operation of IT services, providing frontline technical support to end-users, and managing the organization’s IT infrastructure. The individual will troubleshoot technical issues, perform routine maintenance, and implement system upgrades to ensure optimal performance and security.

The ideal candidate is a problem-solver with strong communication skills and a deep understanding of IT operational processes who thrives in a fast-paced environment where they can balance both user support and infrastructure management. The candidate should be able to work independently and/or with minimum guidance.

Key Responsibilities:

• Serve as a point of contact for IT support requests, responding to incoming inquiries via phone, email, ticketing system, or in person.
• Diagnose and resolve hardware, software, and network-related issues for desktops, laptops, and printers.
• Install, configure, and update end-user operating systems, applications, and security software.
• Provide onboarding support, including setting up and configuring devices, user accounts, and email systems for new employees.
• Educate and train end-users on basic technology tasks such as password management, data backup, and software usage.
• Document help desk tickets, issue resolutions, and repetitive problems to enable efficient troubleshooting and to inform future preventative measures.
• Escalate unresolved issues to senior IT staff or vendors when necessary.
• Maintain a positive customer-service approach to problem-solving and issue resolution.
• Install, configure, and maintain IT infrastructure.
• Manage Active Directory, group policies, and user accounts, ensuring appropriate access permissions.
• Monitor system performance and ensure high levels of availability and reliability.
• Plan and apply system upgrades, patches, and firmware updates to maintain compliance and security standards.
• Monitor and respond to security vulnerabilities or incidents, ensuring systems are protected from breaches or cyber threats.
• Work with internal teams and external vendors to implement new IT initiatives, projects, or solutions.
• Maintain inventory of hardware and software assets.

Required Skills and Competencies:

• 2 to 4 years of experience with BS/BA or 0 to 2 years with MS/MA or 8-10 years of experience with HS.
• DoD Approved 8570 - IAT Level II certification (e.g., Sec+, CISSP, etc.)
• Must possess and have the ability to maintain an active Top Secret/SCI Clearance with Polygraph.
• Understanding of Linux system administration
• Strong understanding of desktop hardware troubleshooting.
• Proficiency with Windows operating systems.
• Understanding of information security best practices.
• Knowledge of Active Directory, Office administration, and email Exchange systems.
• Knowledge of virtualization technologies (e.g., VMware, Hyper-V).
• Familiarity with networking protocols (e.g., TCP/IP, DHCP) and hardware (e.g., routers, firewalls, switches).
• Basic knowledge of scripting and automation (PowerShell, Bash, Python).
• Exceptional problem-solving, analytical, and multitasking abilities.
• Clear and effective written and verbal communication skills, with a service-oriented attitude.
• Ability to work independently

Physical Demands:

• Ability to lift and carry IT equipment weighing up to 50 lbs.
• Availability for on-call support as needed, including occasional after-hours and weekend support.
• Willingness to travel to additional office locations. (travel 10% or less of time)
• Flexible hours with 9/80 schedule that covers core hours of 9:00AM to 3:00PM

Desired Skills and Competencies:

• Experience with Linux system administration, with corresponding Linux certification.
• Experience with Voice over IP phone systems.
• Experience with Microsoft On-Premise Software Center Configuration Management

We are an equal opportunity employer and federal government contractor. We do not discriminate against any employee or applicant for employment as protected by law.