Job Summary:
We are seeking a highly skilled Hardware System Administrator to join our Incident and Service Request Response Team. The successful candidate will be responsible for receiving and responding to service requests and problems reported by customers and escalated from Tier 1, working in a highly collaborative environment with teammates, key stakeholders and the Government customer to ensure mission continuity and support to 24x7 operations.
'Key Responsibilities':
* Communicate with customers and technical components to fully understand the incident, service request or problem.
* Research problems by accessing internal and external knowledge databases.
* Perform hardware troubleshooting, repair, replacement and incident resolution.
* Ensure performance meets established Performance Requirement Standards.
* Facilitate technical communications between operations and development staff.
* Distribute defect reports and system data collected during anomaly investigations.
* Plan and coordinate maintenance activities, perform upgrades and support the transition and acceptance of new and modified systems.
* Analyze customer problems and implement appropriate corrective action to initiate a repair, and return to service in the field.
* Assist with property and asset management.
* Monitor, review, update and disposition ServiceNow/HelpNow system tickets assigned to program per required Performance Requirements Standards and level of information details.
Requirements:
* TS/SCI with Polygraph is required.
* BA degree and 4-8 years of prior relevant experience, Masters with 2-6 years of prior relevant experience or years of experience in lieu of degree.
* Security+.
* Proven computer hardware and system troubleshooting skills.
* System administration skills.
* Ability to recognize and analyze problems, errors, provide innovative solutions to complex problems, and respond appropriately.
* Ability to work in a fast-paced, collaborative team environment.
* Ability to carry/lift 30 pounds of equipment.
Preferred Qualifications:
* Working knowledge of ServiceNow/HelpNow.
* Experience with shift work supporting 24x7 mission operations.
* Experience in working with, collaborating with system users and customers.
* Ability to be flexible and quickly adapt to changing situations.
* Ability to demonstrate resourcefulness.