System Administrator 1 - Tier 1

Orion Consortium, LLC; Maryland; On-site; USD 65,000 - 90,000; Full time

Job summary

Orion Consortium, LLC is seeking a Technical Support specialist in Maryland to respond to user inquiries via phone, email, chat, or ticketing systems. You will log and track support requests, diagnose basic hardware/software issues, and guide users through troubleshooting steps.

Mentoring new hires and escalating complex issues to specialists are part of the role. The position requires TS/SCI with Full Scope polygraph and knowledge of IT asset management.

Qualifications

• Customer service experience handling inquiries via multiple channels.
• Familiarity with ServiceNow or similar ticketing systems.

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
• Mentor new hires and trainees as needed

Skills

Customer Service

ServiceNow

Education

HS or GED

Bachelor's

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:

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
• 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