RQ189253 - Systems Administrator (Tier 2 Desktop Support)

Ndsi; Springfield (VA); On-site; USD 50,000 - 85,000; Full time

Job summary

Join a forward-thinking company as a Systems Administrator (Tier 2 Desktop Support) where you will transform technology into opportunity. In this pivotal role, you'll provide essential IT support to enhance agency operations, ensuring the systems that matter most are efficient and effective. With a focus on troubleshooting and user education, you'll play a vital part in a collaborative environment that values innovation and continuous improvement. If you're passionate about technology and eager to contribute to meaningful projects, this position offers a fantastic opportunity to grow your career while making a significant impact.

Qualifications

• Bachelor's degree or equivalent experience required.
• 3+ years of experience in IT support and troubleshooting.

Responsibilities

• Provide IT support for end user devices and resolve incidents.
• Manage hardware setup and installation of application software.
• Create documentation and maintain SOPs for training.

Skills

Troubleshooting

Communication Skills

Time Management

Organizational Skills

Technical Writing

Windows 7

Windows 10

Citrix

ServiceNow

A+ Certification

Education

Bachelor's Degree

3+ years of relevant experience

Tools

ServiceNow

Microsoft Office

VDI Technology

Job description

November 1, 2024

Location: NCE - Springfield, VA

Position ID: RQ189253

Transform technology into opportunity as a Systems Administrator (Tier 2 Desktop Support) with NDSI. A career in enterprise IT means connecting and enhancing the systems that matter most. At NDSI you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At NDSI, people are our differentiator. As a Systems Administrator (Tier 2 Desktop Support), you will help ensure today is safe and tomorrow is smarter. Our work depends on Systems Administrator (Tier 2 Desktop Support) joining our team to support our intelligence customer in Springfield, VA.

HOW A SYSTEMS ADMINISTRATOR (Tier 2 Desktop Support) WILL MAKE AN IMPACT

The Tier 2 Desktop Support Technician provides Deskside IT Service support to the UDS End User Devices deployed at NGA. End user device equipment consists of workstations (thin and thick clients), monitors, KVMs, print, fax and scan devices, secure tablets and laptops, VoIP devices, Desktop VTCs (DVTCs), removable media, and associated accessories. The individual will fulfill Installation, Move, Add, Change, and Disposal (IMACD) service requests, and support the completion of special projects.

Primary Responsibilities:

1. Provide support for implementation, maintenance, and incident troubleshooting of IT systems
2. Manage hardware in all stages including unpacking and setup of end user devices
3. Resolve IT incidents from cradle to grave, working closely with engineering teams and other ISP Contractor Stakeholders when IT issues require Tier 3 escalation or have dependencies external to the UDS contract
4. Install application software on end user device workstations via scripted install packages
5. Inventory management of UDS deployed software and end user devices
6. Network and locally attached printers
7. Assist users in accessing and using IT systems
8. Provide user education and training in basic hardware and software functions
9. Create and maintain documentation and SOPs to train new employees
10. Utilization of a ServiceNow based ticketing database to track, update and resolve break/fix incident tickets and in fulfilling new requests submitted and tracked as Demands and RITMs
11. Identify and execute process improvements and other enhancements that improve operational efficiency.

WHAT YOU'LL NEED TO SUCCEED:

Basic Qualifications:

1. TS/SCI Clearance w/ ability to obtain CI Poly
2. Knowledge in one or more of the following areas:

• Workstations (thin and thick clients)
• Print, Fax and Scan Support Services
• Voice and VTC Support Services
• Home Directory and Profile Support Services

Excellent troubleshooting capabilities and strong communication skills.

Strong work ethic and attention to detail

Strong organizational skills

Strong writing skills (document creation and management)

Strong time management skills and ability to work flexible schedules to meet job requirements

Ability to work independently on projects and/or tasks

Ability to regularly stand and walk between buildings on a large campus

Ability to move and lift computers, printers, monitors, and other hardware

Experience and/or knowledgeable with; Windows 7; Windows 10; Citrix; SMS; and SCCM

Technical understanding of Microsoft Office applications (Outlook; Word; Excel; PowerPoint; etc.)

Team player and willing to both share knowledge and learn from others to ensure team's success

Enthusiasm and ability to adapt to new and changing technologies

A+ Certification, N+ Certification, Security + or other DoD 8570.01M certification

Thin Client using Virtual Desktop Infrastructure (VDI) Technology

Thick & thin web-based applications

Technical writing

Education & Experience:

Requires Bachelor's Degree or an equivalent combination of years of experience and education and 3+ years of prior relevant experience.