System Administrator I — Mission-Critical IT Support

Independent Software, Inc.; Corridor North (MD); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Close-knit culture

Career development

Competitive compensation

Work-life balance

Job summary

Independent Software is seeking a System Administrator Level 1 to provide frontline technical support to users, troubleshoot hardware/software issues, manage ServiceNow tickets, and maintain accurate records in a mission-critical environment. The role requires delivering professional customer service and contributing to knowledge base articles.

Applicants must have DoD 8570 IAT Level I certification and an active TS SCI clearance with polygraph.

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 document technical issues, troubleshooting steps, and resolutions.
• Strong problem-solving skills and ability to work independently or as part of a team.

Responsibilities

• Respond to user inquiries and technical support requests through 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 technical issues to appropriate support teams.
• Maintain accurate support records, document resolutions, and contribute to knowledge base articles.
• Support IT asset inventory and equipment tracking.
• Provide guidance and assistance to less-experienced team members when needed.
• 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

ServiceNow

Troubleshooting

Customer service

Documentation

Problem solving

Independent / team work

Education

High School Diploma or GED

Bachelor's Degree

Tools

ServiceNow

Job description

Independent Software is seeking a System Administrator Level 1 to provide frontline technical support to users, troubleshoot hardware/software issues, manage ServiceNow tickets, and maintain accurate records in a mission-critical environment. The role requires delivering professional customer service and contributing to knowledge base articles.

Applicants must have DoD 8570 IAT Level I certification and an active TS SCI clearance with polygraph.