System Administrator I – TS SCI Help Desk Specialist

Independent Software, Inc.

Annapolis (MD)

On-site

USD 55,000 - 75,000

Full time

8 days ago

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Job summary

Independent Software is seeking a System Administrator Level 1 to provide essential technical support to users, troubleshoot hardware and software, and maintain accurate documentation. The role requires DoD 8570 IAT Level I certification and active TS SCI with polygraph.

You will respond through multiple channels, document requests in ServiceNow, and escalate complex issues while ensuring customer satisfaction.

Qualifications

Experience providing technical or help desk support.
Experience troubleshooting hardware, software, and basic network connectivity issues.
Experience with ServiceNow or similar ticketing systems.
Strong customer service and communication skills.
Strong troubleshooting and problem‑solving skills.
Ability to document technical issues and resolutions accurately.
Ability to work independently and collaboratively.

Responsibilities

Respond to user inquiries and technical support requests.
Diagnose and resolve basic hardware, software, network connectivity, 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 technical teams.
Maintain accurate support documentation and contribute to knowledge base articles.
Provide guidance to less‑experienced team members when needed.
Communicate technical information clearly and provide professional customer support.
Follow established IT and security policies and report potential security incidents.
Support IT asset inventory and other technical support activities as needed.
This position is mission essential and may require work on holidays when necessary.
Must be able to work Friday–Monday, 12:00 PM–10:00 PM.