TS/SCI System Administrator – Mission-Critical IT Support

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

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