System Administrator - Level 1 - Ticket Management
Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company that provides high-end network and security consulting to Department of Defense and Intelligence Community clients. We are looking for a talented and passionate candidate who would support one of our clients located in the Annapolis Junction, MD.CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION.Job Description:The System Administrator (SA) Skill Level 1 provides support for implementation, troubleshooting and maintenance of Information Technology (IT) systems. Manages IT system infrastructure and any processes related to these systems. Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc. Provides Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems. Provides support for the escalation and communication of status to agency management and internal customers. Provides support for the dispatch system and hardware problems and remains involved in the resolution process. Configures and manages UNIX and Windows operating systems and installs/loads operating system software, troubleshoots, maintains integrity and configures network components along with implementing operating systems enhancements to improve reliability and performance.Monitor, track, and assign Break/Fix (HD) and Install, Change, Move, Surplus (ICMS, ie, SR) ticketsVerify tickets for correct routing and research and reroute incorrectly routed ticketsUpdate ticket status and provide work documentation on HD and SR ticketsPrioritize and assign daily work/tasks based on Quality of Service, remaining SLA times, priority tasking, and first-in, first-out. Perform preliminary categorization of problemsAssign tickets to appropriate queues. Notify site technicians of any priority or mission-critical problems or tickets and Route tickets to appropriate member of the site queue teamCheck tickets for incomplete items (missing asset #, location, etc.) or insufficient documentation. Complete required ticket updates and work documentation.Escalate problems or tickets to higher level management when required and/or necessary.(Candidate MUST complete training during the first several months on contract, for this position. Dayshift training is preferred, however, please let us know if the candidate will need to complete training on shift and we will make arrangements.)Immediate long term position. (Eve Shift Tuesday thru Saturday 2 pm-10pm OR Wednesday thru Saturday 12pm-10pm)Qualifications:Five (5) years of experience as an SA in programs and contracts of similar scope, type, and complexity are required. Bachelor's degree in Math, Science, Engineering, Statistics, Engineering Management or a related discipline from an accredited college or university is required. Five (5) years of additional SA experience may be substituted for a Bachelor's degree.Must meet contract level requirements for appropriate position. Must have 2 years experience in customer service, technical helpdesk, office administration, or project management.Must have excellent customer service and organizational skills. Must have good interpersonal skills and willingness to be a team player.Must be comfortable prioritizing the work of others based on established directions and guidelines and working under moderate pressure.Must be an assertive individual with a great deal of flexibility and the ability to adapt to frequently changing work volumes.Knowledge of or familiarity with the SupportIT database/application is highly desirable. WINTEL and/or UNIX system administrators looking to perform non-technical work are also desired.(No DoD 8570 Certification Required for this Opening!) (Level SA0's are also welcome to apply.)(CCAs MAY APPLY FOR THIS OPENING.)STRATUM NETWORKS OVERVIEW:Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company with expert knowledge of implementing secure infrastructure, providing security integration, development, assessment and training solutions. Our high-end network and security consulting to Department of Defense and Intelligence Community clients create robust, secure network infrastructure, policies, and procedures for local and global, terrestrial and satellite networks.As leading experts in their fields, our certified and highly experienced network, software development, IT support and security professionals are able to provide the necessary design, implementation, and consulting services to meet the demanding requirements of mission-critical networks. To learn more, visit www.stratumnet.com.Stratum Networks, Inc is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran's status, or any other classification as required by applicable law.