System Administrator, Level 1

Independent Software, Inc.; Maryland; On-site; USD 65,000 - 90,000; Full time

Job summary

Independent Software seeks a System Administrator Level 1 to provide frontline IT support to users, troubleshooting hardware, software, and network issues. You'll handle requests via phone, email, chat, and ServiceNow, ensuring accurate documentation and timely resolutions.

This role supports daily IT operations, maintains support records, and delivers professional customer service in a mission-critical environment. You’ll work Friday–Monday, 6:00 AM–4:00 PM after an initial training schedule.

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 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 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 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

Teamwork

Education

High School Diploma or GED

Bachelor's Degree

Tools

ServiceNow

Job description

What You Will Do

At Independent Software, as a System Administrator Level 1, you will provide technical support to users by troubleshooting hardware, software, account access, and network connectivity issues. You will respond to support requests through phone, email, chat, and ServiceNow while ensuring issues are accurately documented, resolved, or escalated as appropriate.

What You Will Do

At Independent Software, as a System Administrator Level 1, you will provide technical support to users by troubleshooting hardware, software, account access, and network connectivity issues. You will respond to support requests through phone, email, chat, and ServiceNow while ensuring issues are accurately documented, resolved, or escalated as appropriate.

You will support daily IT operations, maintain accurate support records, and provide professional customer service in a mission-critical environment.

Key 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

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

Education and Experience

Candidates must meet one of the following:

• High School Diploma or GED: Ten (10) years of relevant experience
• Bachelor's Degree: Five (5) years of relevant experience

Certifications

DoD 8570 IAT Level I certification required. Listed certifications include:

• CompTIA A+ CE
• CompTIA Network+ CE

Clearance Requirement

• Must possess an active TS SCI with appropriate Polygraph to be considered for this role

Why Choose Independent Software

At Independent Software, our people are the mission. We’ve built a company around collaboration, integrity, and innovation and we make sure our team has the tools and support to grow, succeed, and thrive.

• Support critical national security missions that matter
• Be part of a close‑knit, employee‑first culture where your voice is heard
• Expand your skills through ongoing training, mentorship, and career development
• Enjoy competitive compensation, generous benefits, and work‑life balance

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.