Systems Administrator

CyberCore Technologies; Corridor North (MD); On-site; USD 52,000 - 68,000; Full time

Job summary

CyberCore Technologies seeks a Tier 1 System Administrator to support end users across phone, email, chat, and ticketing channels. You will log requests, diagnose basic hardware/software issues, and provide clear, step-by-step guidance. When needed, escalate to second-level teams and mentor newer staff.

You will also help document solutions, maintain ticket records, and contribute to knowledge base articles to enable self-service for users. Shift typically 6AM–4PM, Monday–Friday.

Qualifications

• Experience providing IT support via phone, email, chat, or tickets.
• Ability to diagnose and resolve basic hardware, software, and network issues.
• Strong documentation and knowledge-sharing capabilities.

Responsibilities

• Respond to user inquiries and log requests using the ticketing system.
• Diagnose and resolve basic technical issues and guide users through steps.
• Escalate complex problems to second-level support when needed and mentor juniors.
• Maintain accurate records of interactions, resolutions, and inventory.

Skills

Customer service

Troubleshooting

Communication

Mentoring

Tools

Help desk ticketing system

Basic printer/scanner troubleshooting

Job description

Cybercore is looking for a Tier 1 System Administrator

Core Responsibilities:

• Respond to user inquiries via phone, email, chat, or ticketing systems
• Log and track support requests using help desk ticketing system
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity
• Provide step-by-step guidance to users for troubleshooting common problems
• Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary

Technical Support Tasks:

• Install, configure, and update software on user devices
• Assist with password resets, account lockouts, and access issues
• Support basic printer, scanner, and peripheral troubleshooting
• Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories)

Documentation & Reporting:

• Document and report solutions and procedures for recurring issues for leadership review
• Maintain and report accurate records/tickets of support interactions and resolutions
• Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions
• Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken

Customer Service & Communication

• Maintain a professional and empathetic tone when dealing with users and co-workers
• Communicate technical information clearly to non-technical users
• Document and reply provide updates on ticket status and possible resolutions
• Actively participate in team environment assisting co-workers when needed

Compliance & Security

• Ensure adherence to all IT and departmental policies and procedures
• Report potential security incidents or breaches to appropriate teams or team leaders

• SHIFT: Monday - Friday 6AM - 4PM (May include weekend work)