Help Desk Systems Administrator, Tier 1 (AE26080924)

AEITS, Inc., a GTSC company, is growing its team! Seeking a Systems Administrator, Tier 1.

Location: Annapolis Junction, MD

~~~ Shift Work - Monday to Friday 12PM to 10PM

All work is on-site. This is not a hybrid or remote position.

Mission: Management and sustainment of the AWS infrastructure.

Clearance: Active Top Secret SCI with appropriate polygraph.

Certifications:

• IAT Level 1
• CompTIA A+ CE
• CompTIA Network+ CE
• Training not acceptable to meet CE Requirement

Requirements:

• High School diploma or GED with 10 years or experience;
  OR
• Bachelors degree with 5 years of experience.
• Strong Customer Service skills.
• ServiceNow Ticketing System. 
• Mission essential position: May include work on holidays when required

Core Responsibilities:

• Respond to user inquiries via phone, email, chat, or ticketing systems
• Log and track support requests using help desk ticketing system
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity
• Provide step-by-step guidance to users for troubleshooting common problems
• Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system

Technical Support Tasks:

• Install, configure, and update software on user devices
• Assist with password resets, account lockouts, and access issues
• Support basic printer, scanner, and peripheral troubleshooting
• Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories
• Documentation & Reporting
• Document and report solutions and procedures for recurring issues for leadership review.
• Maintain and report accurate records/tickets of support interactions and resolutions.
• Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self-service solutions.
• Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.

Customer Service & Communication

• Maintain a professional and empathetic tone when dealing with users and co-workers.
• Communicate technical information clearly to non-technical users.
• Document and reply provide updates on ticket status and possible resolutions.
• Actively participate in team environment assisting co-workers when needed.
• Compliance & Security
• Ensure adherence to all IT and departmental policies and procedures.
• Report potential security incidents or breaches to appropriate teams or team leaders
• This position is mission essential, may include work on holidays when required

BENEFITS - Full-time Employees

• 401K with employer contribution. Fully vested at 1 year anniversary.
• Five (5) weeks comprehensive annual leave (25 workdays).
• Additional leave can be earned in lieu of overtime.
• 11 Paid Federal Government Holidays.
• Up to $5,000 annually for individually tailored education / training program.
• All education plans must be pre-approved by Advantage Engineering management.
• Life Insurance at 1x annual salary with employee option to purchase additional coverage for self and dependents.
• Short-term and long-term disability.
• We contribute a generous portion towards the cost of monthly medical plans for any of the three medical, 1 dental and 1 vision plan provided by CareFirst.
• All employees are eligible to earn generous incentives and performance bonuses.

AEITS, a GTSC company, is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.

GTSC is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at Recruiting@GTSC.com

AEGARLOCHSFORD 260813