Help Desk/Support Specialist

Omnibusamerica; Herndon (VA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is looking for a Systems Administrator/Help Desk Specialist to provide Tier 1 support in the Herndon area. This role involves supporting hardware and software infrastructure, troubleshooting technical issues, and ensuring the smooth operation of enterprise systems. The ideal candidate will be self-motivated, possess strong technical skills, and be able to work independently as well as part of a team. With a focus on customer service, this position offers the opportunity to contribute to an innovative environment while enhancing your skill set in system administration and support.

Benefits

Comprehensive Medical Benefits

Paid Time Off (PTO)

Company-Paid Life Insurance

401(k) Retirement Plan

Referral Bonus Program

Qualifications

• Experience in system administration and technical problem-solving.
• Knowledge of security practices and automation technologies.

Responsibilities

• Provide Tier 1 support for automated systems and manage support requests.
• Perform general system administration tasks and maintain digitization hardware.
• Generate metrics reports and support user training on hardware.

Skills

System Administration

Technical Problem Solving

Automation Technologies

Scripting

Security Practices

Education

TS/SCI Polygraph

Tools

Support Request Tracking System

Digitization Hardware

Job description

Omnibus Technologies & Solutions, LLC is a consulting company that makes it a priority to provide stellar customer service. Our objective is to hire innovative, dedicated, and intelligent talent that is capable and willing to assist the customer in achieving their organizational goals.

Description:

We are seeking a Systems Administrator/Help Desk Specialist providing Tier 1 level support in the Herndon, VA area. The successful candidate will be a self-motivated, independent worker who can also work in, and contribute to, a team environment. The candidate will be part of a team that supports the hardware and software infrastructure for an enterprise-minded organization. This position requires a broad knowledge of hardware maintenance and care, system administration, knowledge of automation technologies, and scripting. This position also requires a knowledge of security and accreditation practices and procedures and the ability to work with several enterprise resources and teams in the operation of an enterprise digitization infrastructure.

Hours of Support may extend beyond core hours.

Responsibilities:

• Provide support to Sponsor automated systems via support requests.
• Provide tracking and reporting of support requests open, closed, and active for Sponsor's Automated Systems.
• Utilize a Sponsor approved support request tracking system.
• Meet Sponsor established goals for addressing support requests. Utilize Sponsor approved tracking system to provide Sponsor approved metrics on a weekly and monthly basis for Sponsor review.
• Provide response to support requests based on Sponsor time requirements.
• Respond to after-hour and weekend critical support requests based on prior scheduled Sponsor requirements.
• Establish SOP for request escalation to Tier 2-3 level support.
• Establish and maintain an updated list of KBAs (Knowledge Based Articles) pertaining to frequently asked support requests.
• Performance of general system administration activities: user account creation, manage access controls, implementation and review of security policy, hardware installation, driver installation, software patching, monitor activity logs, and creation of automation scripts.
• Provide technical support for the application as needed to interface with the user base.
• Maintenance and care of digitization hardware, to include: installation, troubleshooting, maintenance, and repair.
• Make objective and technically sound recommendations for potential future hardware and software purchases.
• Analyze production metrics and data to provide data-driven recommendations to management to support continual process improvements.
• Generate weekly, monthly, and yearly metrics reports.
• Learning, supporting, and training users on different types of digitization hardware.

Required Qualifications:

• TS/SCI Polygraph.
• Demonstrated on-the-job experience working and solving technical problems independently as a system administrator.
• Demonstrated ability to monitor and troubleshoot enterprise workflow applications, to include: installing, starting, and stopping background processes, analyzing log and event files, and patching and troubleshooting.

Benefits:

• Healthcare - Comprehensive medical benefits program that offers a wide variety of coverage options to include Company-paid Medical, Dental, and Vision Insurance.
• Paid Time Off (PTO) - Employees are eligible for 240 hours of leave (Holidays, Vacation Days and your Birthday).
• Insurances - Company-Paid Life Insurance with Accidental Death & Dismemberment, Company-Paid Short Term and Long Term Disability Insurance, Supplemental Accident Insurance, Supplemental Critical Illness Insurance, Supplemental Life Insurance with Accidental Death & Dismemberment.
• Retirement - 401(k) Retirement Plan with a wide range of investment options and a company-provided contribution of 5%.
• Referral Bonus Program - We offer $5,000 to our employees who refer qualified candidates that are brought on board.