Help Desk Systems Administrator, Tier 1, 6am-4pm (AE26081527)

Gtscts; Maryland; On-site; USD 73,000 - 82,000; Full time

Benefits offered by this job

11 paid holidays

5 weeks PTO

Medical, dental, and vision plans

401(k) employer match

Tuition reimbursement

Hybrid work options available

Job summary

GTSC seeks a Systems Administrator, Tier 1 to support on-site operations in Annapolis Junction, MD. The role focuses on AWS infrastructure support, user assistance, and incident response under TS/SCI with polygraph requirements.

Responsibilities include diagnosing issues, guiding users through solutions, logging tickets in ServiceNow, and escalating complex cases as needed. Shift: 6am–4pm; on-site work only. Strong communication is essential.

Qualifications

• High School diploma or GED with 10 years of experience or a Bachelor's degree with 5 years of experience.
• Experience with ServiceNow ticketing system.
• Active Top Secret/SCI clearance with polygraph.

Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing system.
• Log and track support requests using the help desk system.
• Diagnose and resolve basic hardware, software, and network issues.
• Escalate complex issues to second-level or specialized teams as needed.
• Maintain accurate tickets and contribute to knowledge base.

Skills

Strong communication

Customer service

Troubleshooting

Education

High School diploma or GED + 10 years experience

Bachelor's degree + 5 years experience

Tools

ServiceNow

Job description

Annapolis Junction, United States | Posted on 08/19/2026

• Salary $73,000-82,000 / year
• City Annapolis Junction
• State/Province Maryland
• Country United States

Job Description

GTSC seeks aSystems Administrator, Tier 1.

Location:Annapolis Junction, MD

~~~ Shift Work - Monday to Friday 6am to 4pm

All work is on-site. This is not a hybrid or remote position.

Mission: Management and sustainment of the AWS infrastructure.

Clearance:Active Top Secret SCI with appropriate polygraph.

Certifications:

• CompTIA A+ CE
  
• CompTIA Network+ CE
  
• Training not acceptable to meet CE Requirement
  

Requirements:

High School diploma or GED with 10 years or experience;

OR

• Bachelors degree with 5 years of experience.
  
• ServiceNow Ticketing System.
  
• Mission essential position: May include work on holidays when required
  

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
  

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
  

Webelieve great work starts with supporting our people. From day one,you’ll have access to generous paid time off, comprehensive benefits,and a retirement plan designed to help you plan for the future. Weoffer flexible and hybrid work options where possible, along with acollaborative environment that values your time, contributions, and well-being.

We are committed to your growth throughongoing training, educational reimbursement and opportunities toadvance your career. Whether you are building new skills or takingthe next step, you’ll find the support you need to succeed here.

• 11 paid holidays to support work-life balance
  
• Five weeks of PTO to start, accrued throughout the year
  
• Avariety of medical, dental, and vision plans tofit your needs
  
• Company-paid life insurance and disability coverageoptions, including voluntary supplemental plans
  
• Generous 401(k) employer match for all employees, alongwith the potential for an additional discretionary employer contribution
  
• Flexible schedules designed to support both ouremployees and our clients
  
• Hybrid work options available for eligible roles
  
• Robust employee referral bonus program
  
• Investment in your growth through training and tuition reimbursement
  

We are consistently on the lookout fortalented IT professionals to join our growing company! If youare interested in a fulfilling career that utilizes yourprofessional skills and education at a company that values yourexpertise, helps you obtain and maintain a U.S. security clearance,and enables you to help strengthen the U.S. intelligencecommunity, explore the opportunities GTSC has available now!

GTSC-Talent Solutions is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.