IT Help Desk & System Admin I – ServiceNow

Independent Software, Inc.; Maryland; On-site; USD 65,000 - 90,000; Full time

Job summary

Independent Software seeks a System Administrator Level 1 to provide frontline IT support to users, troubleshooting hardware, software, and network issues. You'll handle requests via phone, email, chat, and ServiceNow, ensuring accurate documentation and timely resolutions.

This role supports daily IT operations, maintains support records, and delivers professional customer service in a mission-critical environment. You’ll work Friday–Monday, 6:00 AM–4:00 PM after an initial training schedule.

Qualifications

• Experience providing technical support or help desk services.
• Hands-on experience with the ServiceNow ticketing system.
• Experience troubleshooting hardware, software, network connectivity, and user access issues.
• Strong customer service and communication skills.
• Ability to accurately document technical issues, troubleshooting steps, and resolutions.
• Strong problem-solving skills and ability to work independently or as part of a team.

Responsibilities

• Respond to user inquiries and support requests via phone, email, chat, and ServiceNow.
• Diagnose and resolve hardware, software, network connectivity, printer, and peripheral issues.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and access issues.
• Log, track, update, and document support requests in ServiceNow.
• Escalate complex technical issues to appropriate support teams.
• Maintain accurate support records, document resolutions, and contribute to knowledge base articles.
• Support IT asset inventory and equipment tracking.
• Provide guidance and assistance to less-experienced team members when needed.
• Communicate technical information clearly and provide professional customer support.
• Follow IT security policies and report potential security incidents.
• Support mission-essential operations, including holiday coverage when required.
• Must be available to work Friday–Monday, 6:00 AM–4:00 PM, following an initial training schedule of Monday–Friday, 6:00 AM–2:00 PM.

Skills

Technical support

ServiceNow

Troubleshooting

Customer service

Documentation

Teamwork

Education

High School Diploma or GED

Bachelor's Degree

Tools

ServiceNow

Job description

Independent Software seeks a System Administrator Level 1 to provide frontline IT support to users, troubleshooting hardware, software, and network issues. You'll handle requests via phone, email, chat, and ServiceNow, ensuring accurate documentation and timely resolutions.

This role supports daily IT operations, maintains support records, and delivers professional customer service in a mission-critical environment. You’ll work Friday–Monday, 6:00 AM–4:00 PM after an initial training schedule.