System Administrator I

3 weeks ago

Silver Spring, Maryland, United States GAMA-1 Technologies Full time
Job Description

We are seeking a highly skilled System Administrator I to join our team at GAMA-1 Technologies. As a key member of our IT department, you will be responsible for the installation, configuration, and maintenance of our Windows Enterprise Operating System baseline. This includes supporting local onsite workstations, tablets, printers, copiers, scanners, and mobile devices. You will also perform system administration on system boundary components, including servers, workstations, storage area networks, and peripheral hardware.

About the Role

You will be responsible for identifying, researching, and resolving technical problems in a timely manner. You will respond to customer requests for technical support via phone, email, and in-person. You will document, track, and monitor problems to ensure timely resolution. The position requires on-site work with the possibility of limited telework. Core hours are 7am – 6pm, Monday – Friday.

Key Responsibilities

  • Create and maintain Windows 10/11 images, ensuring hardware compatibility for new computer models
  • Familiarity with Active Directory, Group Policy, and DNS
  • Understanding of network protocols (TCP/IP, DHCP)
  • Exposure to virtualization technologies like VMWare or Citrix
  • Familiarity with PowerShell and basic scripting
  • Manage user accounts and access rights to system components using a centralized access solution
  • Perform operating system and firmware updates, system patches, and system audits
  • Conduct security scans using Tenable Nessus and execute domain-wide system patches using HCL BigFix
  • Coordinate with customers to process account request forms and CCRs
  • Provide support for new data types and product processing changes; planned system outages and recovering from unplanned system outages
  • Perform software installation and lifecycle support for commercial-off-the-shelf packages, open-source software packages, customer custom-developed packages, standard application suites, and customer-specific applications and tools
  • Coordinate scheduled downtimes with customers and operations leads, adhering to customer limitations regarding downtime and SLAs
  • Maintain and manage meeting spaces, including assurance of functioning teleconference software and equipment, performing room configurations, and providing technical assistance as needed
  • Provide escalation support for Tier 2 incident resolution and communication to other System Administrators
  • Provide surge support to other teams as needed during times of surge
  • Create Standard Operating Procedures (SOPs) and update existing SOPs for non-standard technology
  • Be involved in the implementation of managed BigFix pushes, updates, and patches on customer systems
  • Image, test, and deploy computers for new requests and break/fixes
  • Troubleshoot IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues
  • Perform Installs, Moves, Additions, and Changes (IMAC) for Tier 2
  • Provide IT support for remote customers using government-approved remote support tools
  • Re-mediate systems with identified vulnerabilities in coordination with the ISSO

Requirements

  • Working knowledge of Service Now or equivalent ticketing systems
  • Knowledge of Trellix ePolicy Orchestrator, BigFix, and computer imaging
  • Strong communicator exhibiting excellent customer service skills, both oral and written
  • Ability to multi-task projects and daily operations while providing regular status updates to management

Work Environment

  • Working on-site on a daily basis

Physical Demands

  • Prolonged periods of sitting at a desk and working on a computer
  • Frequent use of a keyboard, mouse, and laptop
  • Ability to lift up to 15 pounds on a regular basis

Travel Required

  • Travel may be required

Required Education and Experience

  • Prior experience as a System Administrator
  • The ability to create, manage, and configure Windows 10/11 images
  • At least 3 years of experience for Help Desk Tier 2 onsite and remote support experience in a medium to large networked environment
  • Works well within a team and understands the importance of quality customer service

Preferred Education and Experience

  • Bachelor's degree in information technology, computer science, or related field or equivalent relevant work experience
  • Entry-level experience managing an enterprise environment with Windows Server 2022/2016/2012 and Windows 11/10

Work Authorization/Security Clearance Requirements

  • Ability to obtain a security clearance

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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