Information Technology Service Desk Tier II/Systems Administrator
670 Logan Mill Rd
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Job DescriptionJob Location: Boulder, COU.S. Citizenship is Required.Please be sure to read all requirements before applying! Serve as the Tier II/Systems Admin for escalating, troubleshooting and addressing technical issues. Your key duties include troubleshooting connectivity and networking issues, providing support to end users on a variety of issues. Identify, escalating when necessary, research, and resolve technical problems. Respond to telephone calls, email and walk-up requests for technical support. Document, track and monitor the problem to ensure a timely resolution. This role relies on judgment to plan and accomplish goals and works under general supervision. This position requires a Public Trust Clearance Level and has standard work hours.You will join a two-member technical team supporting 100+ customers in our Boulder office. The successful candidate will be self-motivated, customer-focused, a team player, and one who seeks solutions to roadblocks and obstacles.Duties and ResponsibilitiesServe as the site POC for escalating, troubleshooting and addressing technical issues on infrastructure equipment housed at the respective site (e.g., Cisco switches, servers, backup devices). Troubleshoot connectivity and networking issues. Follow technical instructions (e.g., SOPs) and direction provided by remote senior engineers when troubleshooting onsite equipment.Serve as the onsite support for all technical issues. Be available on site during core business hours. This is not a teleworking position. Ensure coverage and customer communication when out of office. Add phone, email, calendar updates and cube notifications of transitioned support when out of the office. Work after designated hours to resolve urgent issues (as needed).Record, track and respond to incidents, problems and requests using the Service Now (Snow) ticketing software system. Monitor all ticket assignments within defined support times (15-minute acknowledgement, 2-hour resolution).Provide in-person support for staff. This will include direct interaction with the Executive staff (System Owners) and management.Support end-user hardware including laptops, monitors, peripherals and printers, mobile devices including iOS and Android devices.Support end-user systems, including Office 2016, McAfee Antivirus, Windows 10, web browsers, internal proprietary and managed applications Scan, patch and image Windows, Mac and Linux devices using Ghost/SCCM and other tools.Support technical requests and configuration for new hire laptop deployments.Light Active Directory administration required (password resets, unlocking accounts, etc.).Candidate will be required to maintain and troubleshoot issues with the Tandberg/Cisco videoconferencing equipment (as applicable). Provide support for executive meetings, board meetings and vendor events to include the use of WEBEX (as applicable)Work independently and with minimal supervision.Be responsive, reliable and able to prioritize tasks efficientlyDocument processes, issues and changes according to NOAA5006 processesAdhere to Federal Government's change, configuration, and security guidelinesSupport standard and ad-hoc security update requestsBasic Qualifications: 4+ years of hands-on desktop support experience supporting laptops, monitors, phones, and peripherals. 4+ years of hands-on operating system (OS) experience supporting and deploying Windows, Mac and/or Linux images 2+ years of Windows OS imaging using Ghost/SCCM and other tools. 1+ years of scanning and patching desktops using COTS products (e.g., McAfee, ECMO BigFix, etc.)Preferred Qualifications: Familiar supporting Common Access Card (CAC), smart card, etc... technologies BS Degree in IT field and Certifications (e.g., Microsoft, A+, Network+, CCNA) Familiar with Citrix, XenApp or other virtual desktop technologies. Familiar imaging Mac OS X and Linux CentOS or Red Hat devices Hands-on experience with ECMO BigFixCompany DescriptionABOUT GAMA-1GAMA-1 is a rapidly growing technology business that is based in Greenbelt, Maryland. GAMA-1 Technologies provides strategic information assurance, information security, and business enterprise and networking solutions to the Federal Government. Our success is based on the utilization of industry and agency standards, establishment of standardized processes, and IT Services expertise. At GAMA-1, we believe employees should grow, achieve, and develop just as the company grows, achieves, and develops. GAMA-1 is committed to providing our employees with opportunities for career advancement throughout their employment. For more information, visit GAMA-1 is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Associated topics: http, infrastructure, ip, maintenance, operating system, router, sccm, scom, scom sccm, system center operations manager Associated topics: equipment, http, ip, maintenance, network administrator, sccm, scom, scom sccm, system administrator, tcp
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.