Network System Administrator- Tier 2

OSIbeyond; Rockville (MD); On-site; USD 51,000 - 59,000; Full time

Job summary

A leading company is seeking a Network Systems Administrator to join their help desk team in Rockville, MD. The role involves supporting clients with tier 2 technical issues while ensuring high-quality service and compliance with security protocols. Candidates should possess relevant certifications and a background in helpdesk support, with a focus on reliability and communication. This position offers a hybrid work model, combining on-site and remote work options.

Qualifications

• 1+ year experience as T2 Helpdesk Support.
• Demonstrates technical knowledge in line with the role.
• Ability to prioritize and maintain a tidy ticket queue.

Responsibilities

• Resolve tier 2 level ticket requests with excellent customer service.
• Perform technical support services and document work accurately.
• Participate in on-call rotations and scheduled maintenance.

Skills

Timeliness

Reliability

Customer Service

Technical Knowledge

Communication

Education

CompTIA A+

CompTIA Network+

CompTIA Security+

MD-102: Microsoft 365 Certified: Endpoint Administrator Associate

Job description

Position Summary:

The Network Systems Administrator is a member of the help desk team. They are responsible for resolving tier 2 level ticket requests supporting our clients. The Network Systems Administrator should deliver excellent customer service while performing quality, well documented work.

Key Responsibilities and Duties:

• Work and complete assigned tickets according to SOPs
• Provide high quality written and verbal customer service
• Accurately track and document all work
• Perform technical support services in line with the technical skill requirements
• Setup and support physical hardware
• Travel to client sites to perform support when necessary
• Participate in on-call rotation and scheduled infrastructure maintenance

Job Qualifications:

Core Competencies

• Timeliness – Meets deadlines - Completes work in a timely manner.

• Reliability – Achieves commitments - Arrives to work and meetings when scheduled/expected.

• Attitude – Has a positive attitude about performing their job.

• Organization - Manages their own work and schedule

• Accountability – Takes responsibility for actions and resolves own mistakes

• Receptive – open to feedback and willing to grow and improve

• Adaptable – flexible and open to change

• Integrity – High work ethic and integrity

• Follow through – Ensures work completion

• Quality – complete all work with a high level of detail and accuracy

• Professionalism – Conduct oneself in an all-round professional manner

• Communication – Communicate effectively

• Team – Available and supportive of coworkers

Abilities

• Demonstrates technical knowledge and abilities in line with role
• Prioritize and maintain a tidy ticket queue
• Notify the Helpdesk Manager when unable to complete workload
• Identify when an assignment should be escalated
• Create detailed documentation and ticket notes
• Provide high quality and timely customer service
• Meet all SLAs
• Support peers
• Travel to client sites when needed
  

Security Responsibilities

• Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data.
• Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission.
• Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies.
• Immediately follow incident response procedures when a security incident or concern is noticed.

Experience and Knowledge

1+ year experience as T2 Helpdesk Support

Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• MD-102: Microsoft 365 Certified: Endpoint Administrator Associate

Position:

• Location – Rockville, MD –Hybrid eligible, not to exceed 1-day WFH.
• Employment Type- Full time
• Compensation- $51,500-58,999k
• Travel -On-Call rotation required. Some travel required, personal vehicle required as this position will be on client site 2-3 days per week