Systems Administrator (TS/SCI Clearance With Full Scope Polygraph Required)

J T; Annapolis (MD); On-site; USD 83,000 - 100,000; Full time

Benefits offered by this job

Health, Dental, Vision Insurance

Basic Life and Disability Insurance

PTO and Paid Holidays

401(k) Retirement Plan with Company 3%

Tuition Reimbursement

Job summary

J T is seeking a dedicated Tier 1 System Administrator to deliver frontline technical support within an enterprise IT environment. You will be the initial contact for user issues, handling hardware, software, and connectivity tasks across multiple channels and guiding end-to-end ticketing life cycles.

The role emphasizes incident management, asset inventory, documentation, and escalation to Tier 2 as needed, with opportunities to mentor junior team members.

Qualifications

• 5+ years of hands-on technical/customer support experience with a clear track record.
• Bachelor’s Degree in an IT-related field is acceptable with 0 years experience.
• CompTIA A+ CE and/or CompTIA Network+ CE certifications.
• Demonstrated experience using the ServiceNow ticketing platform and strong customer service skills.

Responsibilities

• Respond to user inquiries via phone, email, chat, and help desk ticketing systems.
• Log, track, update, and route incident and service requests in ServiceNow with detailed documentation.
• Diagnose and resolve hardware, software, OS, and basic network issues.
• Perform account management tasks: password resets, unlocks, and user access provisioning.
• Install, configure, update, and troubleshoot software, OS, and peripherals.
• Assist with IT asset inventory management and tracking.
• Author knowledge base articles and document SOPs for recurring issues.
• Recognize and report cybersecurity incidents or policy violations to security leads.
• Provide peer mentoring and onboarding guidance to junior technicians.

Skills

Customer service

Incident management

Technical support

Education

High School Diploma / GED

Bachelor’s Degree in IT-related field

Tools

ServiceNow

Job description

Salary Range: $83,000 – $100,000 / year (dependent on experience, education, and skill set)

About the Role

Seeking a dedicated Tier 1 System Administrator to deliver frontline technical support, incident management, and user administration within an enterprise IT environment.

In this role, you will be the initial point of contact for technical support, resolving hardware, software, and connectivity issues across multiple channels. You will manage end-to-end ticketing, maintain IT asset inventories, document troubleshooting procedures, and elevate complex incidents to Tier 2 and engineering teams as needed.

Key Responsibilities

• Respond promptly to user inquiries via phone, email, chat, and help desk ticketing systems.
• Log, track, update, and route incident and service request tickets using ServiceNow, ensuring detailed documentation of symptoms and troubleshooting steps taken.
• Diagnose and resolve hardware, standard software, operating system, and basic network connectivity issues.
• Perform account management tasks, including password resets, account unlocks, and user access provisioning.
• Install, configure, update, and troubleshoot software, operating systems, and computer peripherals (monitors, printers, scanners).
• Assist with the inventory management and tracking of IT assets (laptops, peripherals, and related accessories).
• Author knowledge base articles and document standard operating procedures for recurring technical issues to facilitate self-service and team reference.
• Recognize and immediately report potential cybersecurity incidents or policy violations to security leads.
• Provide peer mentoring and onboarding guidance to junior technicians and trainees.

Required Qualifications & Experience

Education & Experience:

• High School Diploma / GED plus at least 5 years of hands‑on technical/customer support experience, OR
• Bachelor’s Degree in an IT‑related field (0 years required).

Certifications:

• CompTIA A+ CE and/or CompTIA Network+ CE.

Ticketing Systems: Demonstrated hands‑on experience using the ServiceNow ticketing platform.

Support Skills: Proven track record in professional customer service, incident management, and explaining technical concepts clearly to non‑technical users.

Benefits & Compensation

This position offers a comprehensive benefits package designed to support employees both personally and professionally:

• Comprehensive Health, Dental, and Vision Insurance
• Basic Life and Disability Insurance
• Paid Time Off (PTO) and Paid Holidays
• 401(k) Retirement Plan with Company Match
• Tuition Reimbursement for continued education and professional certifications

An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected under federal, state, or local law.