System Administrator I — IT Support & Help Desk

Independent Software, Inc.; Columbia (MD); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

401(k)

Job summary

Independent Software is seeking a System Administrator Level 1 to provide technical support, troubleshoot hardware and software, manage user access, and keep service records accurate. You will respond via phone, email, chat, and ServiceNow, ensuring issues are documented and resolved or escalated.

This role supports mission-critical IT operations in a fast-paced environment. Candidates should have DoD 8570 IAT Level I, TS/SCI with poly, and relevant experience; bachelor’s or equivalent and

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 issues, steps taken, 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 issues to appropriate support teams.
• Maintain accurate support records and contribute to knowledge base articles.
• Support IT asset inventory and equipment tracking.
• Provide guidance to less-experienced team members.
• 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

Customer service

Communication

Documentation

Problem solving

Independence

Teamwork

ServiceNow

Education

Bachelor’s Degree

High School Diploma or GED

Tools

ServiceNow

Job description

Independent Software is seeking a System Administrator Level 1 to provide technical support, troubleshoot hardware and software, manage user access, and keep service records accurate. You will respond via phone, email, chat, and ServiceNow, ensuring issues are documented and resolved or escalated.

This role supports mission-critical IT operations in a fast-paced environment. Candidates should have DoD 8570 IAT Level I, TS/SCI with poly, and relevant experience; bachelor’s or equivalent and