Orion Consortium

System Administrator 1 - Tier 1

Annapolis Junction, MD - Full Time

TS/SCI FS poly required.

Position Description:

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.
  • Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
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.
Required Skills: 
  • Customer Service
  • ServiceNow Ticketing System
Required Certification:
IAT Level 1 certification
CompTIA A+ CE or CompTIA Network+ CE

Education/Experience:
HS or GED - 10  Years
Bachelors - 5 Years 

Clearance Requirements:
TS/SCI with Full Scope polygraph

        

Apply: System Administrator 1 - Tier 1
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