Systems Administrator

Jobtailor

Norfolk (VA)

On-site

USD 45,000 - 65,000

Full time

39 hours ago

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Job summary

Jobtailor is seeking a motivated Service Desk Analyst to provide frontline IT support for enterprise systems in secure network environments. You will manage ticket queues in Jira, troubleshoot user issues, perform workstation imaging, and document resolutions in Confluence.

The role requires strong communication and adherence to security policies, with 24/7 coverage and on-call rotations. Experience in DoD or secure networks is a plus; CompTIA Security+ and a secret clearance are preferred, with

Qualifications

Bachelor's degree in a related field, or High School Diploma with 4 years of relevant experience.
Experience with Windows operating systems and basic troubleshooting.
Ability to follow technical procedures and standard operating instructions.
Strong communication skills, both written and verbal.
Must currently have and be able to maintain a Secret security clearance.
Must obtain and maintain CompTIA Security+ certification within 90 days (if not already held).
Experience working in a service desk or enterprise IT support environment (preferred).
Familiarity with Jira or similar ITSM tools (preferred).
Basic knowledge of Active Directory and account management processes (preferred).
Experience supporting users in DoD or secure network environments (preferred).
Familiarity with system imaging, workstation setup, or hardware deployment (preferred).
Exposure to cybersecurity practices or compliance frameworks (preferred).
Experience with knowledge base tools such as Confluence (preferred).
Ability to troubleshoot basic network connectivity issues (preferred).
Adequate visual acuity and manual dexterity for meeting the requirements of the Systems Analyst discipline (preferred).

Responsibilities

Provide frontline technical support for enterprise IT systems across secure networks.
Manage ticket queues and assist with issue triage and resolutions.
Perform workstation imaging, setup, and deployment for onboarding.
Document troubleshooting steps and resolutions in Confluence.
Coordinate with cross-functional teams to address complex issues.
Support patching, software installation, and system updates.
Maintain audit-ready documentation for accounts and activities.
Participate in 24/7 operational coverage and on-call rotations.
Escalate unresolved issues to Tier 2/3 and track to completion.
Communicate issue status to users and stakeholders.

Skills

Windows Operating Systems

Troubleshooting

Active Directory

Network Connectivity

Documentation

Cybersecurity Practices

Strong Communication Skills

Technical Support

Workstation Imaging

Account Management

Software Installation

Patching

System Updates

Education

CompTIA Security+ Certification

Secret Security Clearance

Tools

Jira

Confluence

Job description

Support daily operations of the Global Service Desk (GSD)
Provide frontline technical support for enterprise IT systems across multiple secure network environments
Monitor and manage ticket queues within Jira or equivalent ITSM tools
Troubleshoot user issues involving access, hardware, software, and connectivity
Process account creation, modification, and deactivation requests according to security policies
Escalate complex or unresolved issues to Tier 2 and Tier 3 support teams and track them through completion
Perform workstation imaging, setup, and deployment for onboarding and system readiness
Document troubleshooting steps, resolutions, and procedures in knowledge base systems such as Confluence
Support patching, software installation, and system updates
Coordinate with network, cybersecurity, and engineering teams on cross-functional issues
Maintain audit-ready documentation for account management and system activities
Provide technical support during operational events and high-tempo activities
Communicate issue status and resolutions to users and stakeholders
Participate in 24/7 operational coverage, including shift work and on-call rotations

Requirements

0 years experience with Bachelor’s degree in a related field; or High School Diploma (or equivalent) with 4 years of relevant experience
Experience with Windows operating systems and basic troubleshooting
Ability to follow technical procedures and standard operating instructions
Strong communication skills, both written and verbal
Must currently have and be able to maintain a Secret security clearance
Must obtain and maintain CompTIA Security+ certification within 90 days (if not already held)
Experience working in a service desk or enterprise IT support environment (preferred)
Familiarity with Jira or similar ITSM tools (preferred)
Basic knowledge of Active Directory and account management processes (preferred)
Experience supporting users in DoD or secure network environments (preferred)
Familiarity with system imaging, workstation setup, or hardware deployment (preferred)
Exposure to cybersecurity practices or compliance frameworks (e.g., STIGs) (preferred)
Experience with knowledge base tools such as Confluence (preferred)
Ability to troubleshoot basic network connectivity issues (preferred)
Adequate visual acuity and manual dexterity for meeting the requirements of the Systems Analyst discipline

Demonstrates proficiency in providing frontline technical support for enterprise IT systems, including troubleshooting user issues and managing ticket queues. Capable of maintaining security compliance and documentation while collaborating with cross-functional teams in a fast-paced environment.

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