Systems Administrator Expert

Provides support for implementation, troubleshooting and maintenance of information technology (IT) systems. Manages IT system infrastructure and any processes related to these systems. Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc. Provides Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems. Provides support for the escalation and communication of status to agency management and internal customers. Provides support for the dispatch system and hardware problems and remains involved in the resolution process. Configures and manages UNIX, Linux and Windows operating systems and installs/loads operating system software, troubleshoots, maintains integrity and configures network components along with implementing operating systems enhancements to improve reliability and performance.

Key Responsibilities:

• Provide support for implementation, troubleshooting and maintenance of IT systems.
• Provide configuration management, implementation, and sustainment of compliance with applicable system security controls.
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Implement IAVA security patches and insure patch status is recorded in appropriate systems of record.
• Provide support for the escalation and communication of status to agency management and internal customers.
• Optimize system operations and resource utilization, and perform system capacity analysis and planning.
• Provide in-depth experience in troubleshooting IT systems.
• Provide detailed analysis and feedback to agency management and internal customers for escalated tickets.
• Configure and manage UNIX, Linux and Windows (or other applicable) operating systems and installs/loads operating system software, troubleshoot, maintain integrity of and configure network components, along with implementing operating systems enhancements to improve reliability and performance.
• Communicate and coordinate with the Information System Security Officer (ISSO) and Information System Owner (ISO) regarding system changes as part of the Change and Configuration Management Process.
• Support the ISO by completing required milestones of Plan of Action & Milestones (POA&M) as directed and coordinate completion status with the ISSO to reflect status within the Source System of Record for Security Authorizations.
• Ensure IT Assets remain compliant with Identity & Access Control Management (ICAM) policy.
• Provide Tier 2 (Escalation) problem identification, diagnosis and resolution of problems.
• Support the design of systems, mission architecture and associated hardware.
• Possess a working knowledge and understanding of system administration interdependencies as part of the Service Oriented Architecture (SOA).
• Analyze and resolve complex problems associated with server hardware, applications and software integration.

Qualifications:

• Bachelor's degree in a technical discipline from an accredited college or university is required. Four (4) years of additional SA experience may be substituted for a bachelor's degree.
• Fifteen (15) years experience as a SA in programs and contracts of similar scope, type, and complexity is required.
• Six (6) years of experience with Service Management (ITSM) is required.
• ITIL 4 platform certification is required.
• Four (4) years of experience with ServiceNow platform is required.
• Two (2) years' experience integrating ServiceNow with other applications is required.
• Security Clearance Level: TS/SCI w/Poly
• Location: On Customer Site
• US Citizenship Required