Tier 1 Systems Administrator - Frontline IT Support

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

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.