Systems Administrator / IT Support Specialist

Job description

Provide Tier 2 IT operations and end-user support for DHS environments. The resource will support daily operations, troubleshooting, installation, configuration, and maintenance of desktop hardware, software, peripherals, and related IT services. ### Key Tasks & Responsibilities **Key Responsibilities** - Install, configure, test, troubleshoot, and maintain workstations, laptops, peripherals, and software. - Respond to and document incidents and service requests through the ITSM tool. - Perform hardware/software troubleshooting and replacement. - Provide walk-up and on-site end-user support. - Provide after-hours, night, and weekend support as required, including during operational or emergent situations. - Maintain documentation and operational records. - Support other IT operations activities as assigned. ### Education & Experience **Minimum Qualifications** - Bachelor’s degree or equivalent combination of education and experience. - 6 years of relevant IT experience. - Experience supporting Windows desktop/laptop environments. - Experience with hardware/software installation, configuration, troubleshooting, and maintenance. - Experience working with an IT Service Management (ITSM) tool and incident/service request management. - Knowledge of ITIL or comparable IT service management practices. - Strong customer service and communication skills. - Ability to provide on-site support within the NCR as required. - Ability to provide night, weekend, holiday, or after-hours support as needed. ### Certifications - **Preferred:** ITIL certification and relevant technical certifications. ### Security Clearance - Candidate must possess DHS Suitability background investigation or be eligible to qualify for DHS Entry of Duty background investigation followed by DHS Public Trust Clearance ### Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) - None