Systems Administrator (Enterprise Service Desk) - Level 3

Location: Ft. Belvoir, VA
Date Posted: 08-16-2018
AC4S is seeking candidates to support the US Army Intelligence and Security Command (INSCOM). Under the I2TS 3 task order, INSCOM ensures reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of customer need to support INSCOM's mission. INSCOM and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks. The ability to provide mission critical intelligence is dependent on the successful use of its information technology (IT) networks worldwide.
Principal Duties and Responsibilities:
An I2TS 3 Systems Administrator will
  • Serve as an Enterprise Service Desk System Administrator and Shift Lead or Alternate Shift lead as part of the Enterprise Service Desk (ESD) supporting Tier I through Tier III resolutions for user and network incidents, issues and events.
  • Be responsible for maintaining and improving system functionality through proactive interaction with the customer.
  • Lead and assist the team with informative and structured guidance on proper on-site, on the floor, technical and system administration support through troubleshooting, identifying and isolating issues, conducting root cause analysis, and implementing appropriate solutions to software anomalies as they occur at the desktop and/or server level.
  • Prepare technical review of all anomalies and failed systems accurately depicting the problem and/or solution for feedback to users or developer/vendor.
  • Perform systems administration of desktop and server systems connected to local and wide area networks. Desktop system management responsibilities involving account monitoring, security, Operating System (OS) installation, and other local area system administration related functions
  • Provide support for implementation, troubleshooting and maintenance of IT systems
  • Manage IT system infrastructure and any processes related to these systems
  • Provide 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.
  • Provide Tier 1 and Tier 2 problem identification, diagnosis and resolution of problem
  • Provide support for the escalation and communication of status to agency management and internal customers
  • Provide support for the dispatch system and hardware problems and remains involved in the resolution process
  • Configure and manage UNIX and Windows operating systems
  • Install/load operating system and application software on both physical and virtual systems.
  • Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination thereof
  • Troubleshoot, maintain integrity and configure network components along with implementing operating systems enhancements to improve reliability and performance
  • Integrate new technologies into new and existing systems including the transition and migration of corporate, mission, and business support systems
  • Provide software patching for supported systems.
  • Maintain systems in both a physical and/or virtual systems environment
  • Apply Group Policy Updates
  • Diagnose and rectify user system and servicer issues, executing function escalations to appropriate teams for resolution.
  • Support for all change requests of all “user facing” devices and systems
  • Engage other service providers and functional teams for remediation of work issues and flow
  • Perform customer engagement daily, leading the team as the first level of resolution for customer related incidents
  • Participate in the planning and implementing of software and/or system upgrades or modifications
  • Ensures the installation and setup of new software
  • Makes recommendations on new software
  • 5-8 years of directly related experience in systems administration and analysis.
  • High School Diploma/GED with 10 years of related experience, or Associate’s Degree with 8 years of experience, or Bachelor’s Degree with 6 years of experience, or Master’s Degree with 4 years of experience
  • Required Security Environment Certification: CompTIA Security+ CE or equivalent
  • Required Computing Environment certification: MCSA Server 2012 - must take test one 70-410 prior to starting and must obtain MCSA Server 2012 within 180 days from their start date. If you elect to take the MCSA Server 2016, you will start with test 70-740 and must obtain MCSA Server 2016 within 180 days from their start date.
Desirable Skills / Experience:
  • Ability to provide in-depth experience in trouble-shooting IT systems
  • Be able to provide detailed analysis and feedback to agency management and internal customers for escalated tickets
  • Must have excellent customer service etiquette and skills
Travel may be required in support of customer's mission requirements

*NOTE:  Shift work schedule*
1st Shift – 6 AM – 2 PM
2nd Shift – 2 PM – 10 PM
3rd Shift – 10 PM – 6 AM


AC4S is an Equal Opportunity Employer, including disabled and vets
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