Help Desk System Admin I (TS/SCI) Tier I Support

FLASH Technology Group; Corridor North (MD); On-site; USD 86,000 - 97,000; Full time

Benefits offered by this job

401(k) with company match

Medical Insurance

Dental Insurance

Vision Insurance

Life and Disability Insurance

Identity Theft Protection

Tuition Reimbursement

Paid Time Off

Referral bonuses

Job summary

Flash Technology Group is seeking a System Administrator I/Tier I Help Desk professional. The role requires TS/SCI with polygraph clearance and involves responding to inquiries, logging tickets, and diagnosing hardware, software, and network issues.

You will guide users, escalate complex problems, and mentor junior staff while maintaining professional, empathetic communication. The position offers standard help desk duties, asset management, and knowledge-base contributions to improve

Qualifications

• HS or GED with 10 years of experience or BS with 5 years of experience.
• Must have Customer Service and ServiceNow ticketing experience.
• Must already have an IAT level I certification.
• Must be a US citizen.

Responsibilities

• Respond to user inquiries via phone, email, chat or ticketing systems.
• Log and track support requests using help desk ticketing systems.
• Diagnose and resolve hardware, software, and network issues.
• Provide step-by-step troubleshooting guidance to users.
• Escalate complex issues to second-level support or specialized teams.
• Mentor less experienced colleagues and trainees when needed.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and access issues.
• Support basic printer, scanner, and peripheral troubleshooting.
• Maintain inventory of IT assets and document resolutions for leadership review.
• Contribute to knowledge base articles to enable self-service.

Skills

Customer service

ServiceNow

Ticketing experience

Education

HS or GED +10 years experience

BS +5 years experience

Tools

Ticketing systems

Job description

Flash Technology Group is seeking a System Administrator I/Tier I Help Desk professional. The role requires TS/SCI with polygraph clearance and involves responding to inquiries, logging tickets, and diagnosing hardware, software, and network issues.

You will guide users, escalate complex problems, and mentor junior staff while maintaining professional, empathetic communication. The position offers standard help desk duties, asset management, and knowledge-base contributions to improve