System Administrator 1 - Tier 1

Orion Consortium, LLC.; Annapolis (MD); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

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Job summary

Orion Consortium, LLC. seeks a Technical Support Specialist to respond to user inquiries via phone, email, chat, or ticketing systems, and to log, track, and resolve IT issues on-site in Annapolis, MD.

The role includes mentoring new hires and maintaining IT assets, with a focus on clear communication and customer service. You will install, configure, and update software on user devices, assist with password resets, and escalate complex problems to second-level teams as needed.

Qualifications

• Customer service skills required to interact with users.
• Proven ability to communicate complex tech info clearly to non-technical users.

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 via ticketing system.
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
• 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 (e.g., laptops, monitors, or accessories).
• Document and report solutions and procedures for recurring issues for leadership review.
• Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions.

Skills

Customer Service

Clear communication

Education

HS or GED

Bachelor's degree

Tools

ServiceNow Ticketing System

Job description

• 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.
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.

TS/SCI FS poly required.

Position Description

• 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.
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.

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.

Required Skills

• Customer Service
• ServiceNow Ticketing System

Required Certification

IAT Level 1 certification
CompTIA A+ CE or CompTIA Network+ CE

Education/Experience

HS or GED - 10 Years
Bachelors - 5 Years

Clearance Requirements

TS/SCI with Full Scope polygraph

What's your citizenship / employment eligibility?*

What's your highest level of education completed?*

College or University

Desired salary*

Can you work evenings?*

Can you work overtime?

What type of clearance do you have?*

What type of polygraph did you pass?*

What Agency is your clearance with?*

Are you currently utilizing your clearance or have you within the past 2 years? (If Applicable)*