Frontline Systems Administrator – IT Support & ServiceNow

J T; Annapolis (MD); On-site; USD 83,000 - 100,000; Full time

Benefits offered by this job

Comprehensive Health, Dental, and V…

401(k) Retirement Plan with Company…

Tuition Reimbursement for continued…

Life and Disability Insurance

Paid Time Off (PTO) and Paid Holidays

Job summary

J T in Annapolis, MD seeks a dedicated Tier 1 System Administrator to deliver frontline technical support in an enterprise IT environment. You will handle incidents, user administration, and ticketing end-to-end, assisting with hardware, software, and connectivity challenges across multiple channels.

You will log tickets in ServiceNow, document troubleshooting steps, manage asset inventories, and escalate complex issues to Tier 2 and engineering teams as needed.

Qualifications

• High School Diploma or GED with 5+ years of hands-on IT/help desk experience.
• Bachelor’s degree in an IT-related field is also acceptable with 0 years experience.
• Certifications: CompTIA A+ CE and/or CompTIA Network+ CE.

Responsibilities

• Respond promptly to user inquiries via phone, email, chat, and help desk ticketing systems.
• Log, track, update, and route incident and service requests in ServiceNow with detailed troubleshooting steps.
• Diagnose and resolve hardware, software, OS, and basic network issues.
• Perform account management tasks like password resets and user provisioning.
• Install, configure, update, and troubleshoot software, OS, and peripherals.
• Assist with IT asset inventory management and tracking.
• Document SOPs and knowledge base articles for recurring issues.
• Recognize and report potential cybersecurity incidents to security leads.
• Provide peer mentoring and onboarding guidance to junior technicians.

Skills

Frontline technical support

Incident management

Technical troubleshooting

Customer service

Documentation

Education

High School Diploma / GED

Bachelor’s Degree in IT-related field

Tools

ServiceNow

Job description

J T in Annapolis, MD seeks a dedicated Tier 1 System Administrator to deliver frontline technical support in an enterprise IT environment. You will handle incidents, user administration, and ticketing end-to-end, assisting with hardware, software, and connectivity challenges across multiple channels.

You will log tickets in ServiceNow, document troubleshooting steps, manage asset inventories, and escalate complex issues to Tier 2 and engineering teams as needed.