System Administrator 1 - Tier 1

Orion Consortium

MDJobSeen 4w ago

MDJobNo compensation foundSeen 4w ago

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At a glance

Compensation

No compensation found

Location

Work Authorization

Not specified

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Requirements

Credentials this posting asks for.

IAT Level 1 CertificationCompTIA A+ CECompTIA Network+ CETS/SCI clearance

Job overview

Orion Consortium is hiring a System Administrator 1 - Tier 1. The System Administrator provides Tier‑1 technical support, responding to user inquiries via phone, email, chat, or ticketing system, logging and tracking requests, diagnosing hardware, software, and network issues, and escalating complex problems. They install and configure software, manage passwords, maintain IT asset inventory, document solutions, contribute to knowledge bases, and ensure compliance with security policies while delivering professional customer service.

Key focus areas include Respond to user inquiries via phone, email, chat, or ticketing system, Log and track support requests using the help desk ticketing system, and Diagnose and resolve basic hardware, software, and network issues.

Important skills include Customer Service and ServiceNow Ticketing System.

Skills & qualifications

RequiredNice to have

Skills

Customer ServiceServiceNow Ticketing System

Qualifications

IAT Level 1 CertificationCompTIA a+ CECompTIA Network+ CETS/SCI With Full Scope PolygraphHigh School or GEDBachelor's Degree10 Years Experience5 Years Experience

Full job description

TS/SCI FS poly required.

Position Description:

Core 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.
Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.

Technical Support Tasks

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).

Documentation & Reporting

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.

Customer Service & Communication

Maintain a professional and empathetic tone when dealing with users and co-workers.
Communicate technical information clearly to non-technical users.
Document and reply provide updates on ticket status and possible resolutions.
Actively participate in team environment assisting co-workers when needed.

Compliance & Security

Ensure adherence to all IT and departmental policies and procedures.
Report potential security incidents or breaches to appropriate teams or team leaders.
This position is mission essential, may include work on holidays when required.

Required Skills: