System Administrator, Level 1

Independent Software, Inc.; Maryland; On-site; USD 55,000 - 75,000; Full time

Job summary

Independent Software, Inc. is seeking a System Administrator Level 1 to provide technical support for users, troubleshoot hardware, software, and connectivity issues, and document resolutions.

You will respond via phone, email, chat, and ticketing systems, ensuring accurate records and timely escalation when needed. You will support day-to-day IT operations, assist users with common technical issues, and contribute to a positive customer experience, while following IT and security policies and

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, 6:00 AM-4:00 PM

Skills

Help desk support

Troubleshooting hardware

ServiceNow

Customer service

Problem solving

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 ticketing systems while ensuring issues are accurately documented and resolved or escalated as appropriate.

In this role, you will support day-to-day IT operations, assist users with common technical issues, maintain accurate support records, and contribute to a positive customer experience.

Key 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, 6:00 AM-4:00 PM

Required Skills and 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

Education and Experience

Candidates must meet one of the following:

• High school diploma or GED with ten (10) years of relevant experience; OR
• Bachelor's degree with five (5) years of relevant experience

Certifications

DoD 8570 IAT Level I certification required:

• CompTIA A+ CE or
• 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.

When you join us, you will:

• 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.