SOSi

Service Desk / Systems Administrator

Job Locations US-MD-Fort Meade
Job Post Information* : Posted Date 3 months ago(12/16/2020 5:40 PM)
ID
2020-4361
Category
Information Technology
Location : Location
US-MD-Fort Meade
Clearance Requirement
Secret with T5
Job Requires Relocation
Yes

Overview

SOS International LLC (SOSi) is currently seeking an experienced Service Desk / Systems Administrator to join our team at Fort Meade, MD. The ideal candidate will possess experience in call center support and understand escalation process of trouble tickets.

Responsibilities

  • Serves as the initial point of contact for troubleshooting hardware/software PC problems.
  • Provides phone support to users in the areas of e-mail/exchange, print services, directories, standard Windows desktop applications, chat, and SharePoint.
  • Provides 2nd level support for DNS, Group Policies, Domain Services, Database Servers, VOIP, XMPP, McAfee Anti-Virus, ACAS, vCenter, WSUS, SolarWinds, and File Servers.
  • Provides 2nd level support for routers, switches, firewalls, and network infrastructure.
  • Answering trouble calls from Customers and Tier I organizations.
  • Creating/Updating trouble tickets in DISA's Global Ticketing Management System (Remedy trouble ticket system).
  • Compiling analysis of trouble tickets to provide monthly trending reports.
  • Monitoring status of open tickets and reporting progress at the weekly operations meeting with the customer.
  • Building briefing slides concerning trouble ticket progress as required.
  • When Tier 2 is unable to fix the issue, ensure the trouble ticket is escalated to a third level engineer.
  • Candidate will be trained for basic network and system administration duties in anticipation of taking on more technical assignments.
  • 24 by 7 call center support.
  • Perform other duties as required.

Qualifications

  • Active in scope Secret/SSBI clearance with the ability to obtain a TS/SCI clearance.
  • Bachelor's Degree in a related discipline OR a minimum of 10 years of general experience of which eight years is directly related experience.
  • Five years direct experience within the last seven years.
  • An IAT II certification (CCNA-Security, CND, CySA+, GICSP, GSEC, Security+ CE, or SSCP) is required.
  • Microsoft/OS, VMware, CCNA, Juniper, or SolarWinds certification is required.
  • Must be available to support overnight shift (Saturday and Sunday) and two days per week.

Preferred Qualifications

  • Bachelor's degree in a relevant discipline.
  • ITIL Foundations certificate (v3 or ITIL 4).
  • Fluency in a foreign language is desirable, but not required.

Working Conditions

  • Working conditions are normal for an office environment.
  • May require some physical effort in the handling of light materials, boxes, or equipment.
  • Fast paced, deadline-oriented environment.
  • May require periods of non-traditional working hours including consecutive nights or weekends (if applicable)

SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.

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