The System Administrator 2 is required to be technical, customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software. This individual should be detail oriented in order to capture customer inquiries appropriately. Role requires excellent oral and written communication skills. This role is responsible for interacting with customers to handle service inquiries and problems. Duties include examining highly complex customer problems and suggesting and implementing appropriate corrective action to initiate a repair or return, troubleshoot in Windows, Macintosh, and UNIX desktop operating systems (think or virtualized clients) imaging, desktop applications, user profiles, and general system problems. This role analyzes recurring problems and initiates solutions for preventing reoccurrence. Individuals in this role may be required to remotely log into the end users' endpoint (desktops and/or servers) in order to perform technical software configuration, rebooting, and other remedial actions.

Responsibilities

Experience with interacting with customers to handle service inquiries and problems.
Provide support implementation, troubleshooting and maintenance of IT systems. Rapidly distinguish isolated user problems from enterprise-wide application/system problems.
Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.
Develop solutions to complex technical issues.
Provide follow-up reports (technical findings, feedback, resolution steps taken) for root cause analysis, engineering technical assessment and process improvement initiatives.
Support customer requirements in a 24/7/365 environment on a night shift schedule.
Update operations and maintenance documentation for 24/7/365 personnel.
Foundation of knowledge around AWS cloud services and the cloud ecosystem
Experience with Tier 2 system administration
Experience with Scripting/Automation
Experience troubleshooting issues in a growing environment
Experience with log reviews, incident analysis, and identification of issue trends
Experience with server patch management methodologies
Time management skills
Strong oral and written communications skills
Track record of working effectively within a team, and support to peers toward improved processes and results
Experience with support ticket management systems
Must be able to work a night shift

Required Qualifications:

• Bachelor's degree with 6 years of relevant experience, Master's degree with 4 years
• Education equivalency of Associate's with 8 years of related experience or High School Diploma with 10 years of related experience can be used in lieu of Bachelor's degree.
• Candidate must, at a minimum, meet DoD 8570.11- IAT Level II certification requirements (currently Security+ CE, CCNA-Security, GSEC, or SSCP)
• Due to the nature of the government contracts, we support, US Citizenship is required.
• TS/SCI with Poly required for Position or TS/SCI and willingness to obtain a poly.