Customer Services/Windows Systems Administrator

Dovel Technologies
College Park, MD
Nov 29, 2022
Dec 01, 2022
Full Time
OverviewAceInfo, a Guidehouse Company is looking to hire a Customer Services / Windows Systems Administrator, to be an integral part of the day-to-day operations of a large data center at the National Oceanic and Atmospheric Administration (NOAA)'s National Centers for Environmental Prediction (NCEP) in College Park, MD. This position supports 24x7 mission-critical systems hosted on physical and virtual servers in an active clustering environment. This is onsite postion in College Park, MD.Become a critical member of the National Weather Service (NWS) in its mission to protect American lives and safeguard the nation's economy. As a member of the NCEP Central Operations (NCO) Customer Services Windows team, you will directly support the country's most important weather systems. From the deployment and operational support of weather models support systems to worldwide public data dissemination systems that sustain hundreds of terabytes of web traffic everyday, your role at the NWS will be in support of the world's most indispensable weather forecasting and hazard mitigation systems. Your actions can help save lives!Duties & ResponsibilitiesMust work well with general guidance, generate competent technical input for operations type documentation, be detailed and security oriented. Must have excellent oral and written communications skills, as well as excellent interpersonal skills to deal with multiple contractors and government organizations. System Administration Duties Troubleshoot & resolve Windows 10/11 issues in person, by phone, e-mail, or remote support. Manage DELL equipment: install, repair/upgrade hardware components (RAM, battery, HDD, etc.) Create, edit or remove user accounts in Active Directory. Perform physical system builds imaging including system recovery, disk encryption and profiling. Install new applications, perform system upgrades, migrate user profiles. Tier 1 Customer Support Duties Manage & work ticket queues in ServiceNOW. Actively monitor for unassigned tickets and take ownership. Process requests for ticket transfer, escalation, or re-assignment. Categorize and assign tickets to the appropriate team. Monitor queue for ticket compliance to SLA. Follow up on customer tickets daily (including tickets belonging to other team members). Compile weekly and ad-hoc metrics and reporting. Able to commute to College Park, MD daily (some telework may occasionally be available). Ability to manage multiple competing priorities effectively. Demonstrated critical-thinking and problem-solving skills ability. Excellent written and oral communication skills. Requirements Required qualifications: 4+ years in hands-on customer support Proficient in (3+ years experience) Installing/Configuring Windows Installing/Uninstalling software Configuring connectivity Managing local disk storage Troubleshooting Experience in (2+ years experience) WSUS update services SCCM package deployment AD Mgmt & Tools Ability to work independently and within a team Experience with Ticket Management system Proficient in Microsoft Office Suite Experience with enterprise and ITSM software such as ServiceNow, Bomgar, Zendesk, EAM, Citrix, and Kronos Must be US Citizen or Green Card holder BS/BA degree (or equivalent), plus 4 years in related field. In lieu of degree, 4 years of demonstrated experience in a related field Preferred Qualifications Current or previous government contract experience Dell Infrastructure experience Microsoft/CompTIA certifications ITIL certification Powershell/Batch Scripting Experience Experience with Backup software such as Commvault or NetBackup Virtual Private Networks (VPN) experience Company DescriptionDovel Technologies and its Family of Companies (Medical Science & Computing and Ace Info Solutions) was acquired in October 2021.Guidehouse is a leading global provider of consulting services to the public sector and commercial markets, with broad capabilities in management, technology, and risk consulting. By combining our public and private sector expertise, we help clients address their most complex challenges and navigate significant regulatory pressures focusing on transformational change, business resiliency, and technology-driven innovation. Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that help our clients outwit complexity and position them for future growth and success. The company has more than 12,000 professionals in over 50 locations globally. Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies.Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance, including the Fair Chance Ordinance of Los Angeles and San Francisco.If you have visited our website for information about employment opportunities or to apply for a position, and you require accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse, and Guidehouse will not be obligated to pay a placement fee.