Helpdesk System Administrator II (Expert Level Tier III)

Overview:

The Helpdesk System Administrator operates on a small Tier II/III team supporting a 24/7/365 call center/helpdesk to assist the Tier I Field Assistance Services (FAS) teams within the USAF to investigate, diagnose, and resolve system and network incidents at their lowest level. All work completed is tracked in BMC Remedy which is the AF EITSM system. As a system administrator on the team will meet contact and resolution requirements set forth by the customer based on ticket priority. Assistance will be given by OEMs, vendors, FERs, and SMEs as needed to complete work. Ownership will be assigned as the ticket moves through the teams for resolution and will work its way back to the FAS teams for final closure.

As a dynamic systems integrator, SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity.

SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 45 years. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.

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• Work with a team of technicians to man a 24/7/365 call center to provide Tier III support. Technicians will have a standard 8 hour shift 5 days a week, weekend shifts and weekdays off will rotate as necessary.
• Attend a shift open and shift close stand-up with the ARC Manager or designated technician.
• KANBAN boards will be utilized for work-sharing and proper technician utilization.
• Utilize BMC Remedy to annotate all work completed on projects and incidents that come through the help-desk during shift and in a timely manner.
• If Remedy is unavailable updates will be documented utilizing documented continuity operations.
• Investigate, diagnose and resolve issues at the lowest level, forward tickets to/contact OEMs, venders, FERs and SMEs as needed.
• Urgency and impact will determine the prioritization of each incident, this will determine the reporting and resolution requirements.
• This prioritization can be changed with organizational approval, and with justification being sent to and approved by the TIER I team.
• Contacting of customers once incident is obtained by the team ranges from 30 minutes to 8 hours depending upon priority.
• Technical resolutions must be identified in 1-3 days depending upon prioritization.
• All priority 1 and 2 tickets will be reported to the ARC Manager immediately.
• Utilize, Update, and Maintain the EITSM knowledge base to better provide self-help to customers and team members.
• Document all delays outside of the teams control immediately.
• Perform problem management tasks when assigned to find root cause when common symptoms are presented over numerous systems.
• Coordination with obsolescence, duplication, IA, and ITF teams may be required to perform tasks and maintain compliance.

Requirements

• 5-7 years of experience in troubleshooting, investigating, diagnosing, and resolving IT incidents in an enterprise environment.
• Experience in IT Customer Service to include phones, and emails.
• Experience with ticketing systems and annotation of work completed. Annotation of this work will also be incorporated in a knowledge base from time to time for future use by others.
• Experience with the ITIL helpdesk methodologies.
• Experience with Public Key Infrastructure (PKI) hardware, policies, software, and procedures.
• Experience utilizing an ACD call center system.

Education:

• Bachelor’s degree in related technical discipline, or MIS related field is preferred but not mandatory.

Required Certifications:

• CompTIA Security+ or equivalent
• ITIL Foundation
• HDI Customer Service Representative (CSR) within 60 days of start
• Additional CompTIA Certification: Linux+, Server+, A+, Network+, Cloud+

Desired Certifications:

• Palo Alto Certified Network Security Associate (PCNSA)
• RedHat Certified System Administrator (RHCSA)
• Cisco Certified Network Associate (CCNA)
• Juniper JNCIA-Junos
• VMWare Certified Professional – Data Center Virtualization (VCP-DCV)

Clearance:

• Active DOD Secret Clearance Required

SMS is a veteran-owned network integrator established in 1976.  With an employee retention rate averaging over 3 years, our ability to hire quality people and retain them in a rapidly evolving IT market proves why we are a world-class information technology company. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices. As a result, SMS is proud to be ISO 9001:2008 Registered and a CMMI Level 3 certified company, ensuring that we continue to meet and exceed the expectations of our customers, partners and employees. 

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.