Job description

About the Role:

The Network Systems Administrator is a member of the help desk team. They are responsible for resolving tier 2 level ticket requests supporting our clients. The Network Systems Administrator should deliver excellent customer service while performing quality, well documented work.

Key Responsibilities and Duties:

Work and complete assigned tickets according to SOPs
Provide high quality written and verbal customer service
Accurately track and document all work
Perform technical support services in line with the technical skill requirements
Setup and support physical hardware
Travel to client sites to perform support when necessary
Participate in on-call rotation and scheduled infrastructure maintenance

Job Qualifications:

Core Competencies

Timeliness – Meets deadlines - Completes work in a timely manner.

Reliability – Achieves commitments - Arrives to work and meetings when scheduled/expected.

Attitude – Has a positive attitude about performing their job.

Organization - Manages their own work and schedule

Accountability – Takes responsibility for actions and resolves own mistakes

Receptive – open to feedback and willing to grow and improve

Adaptable – flexible and open to change

Integrity – High work ethic and integrity

Follow through – Ensures work completion

Quality – complete all work with a high level of detail and accuracy

Professionalism – Conduct oneself in an all-round professional manner

Communication – Communicate effectively

Team – Available and supportive of coworkers

Abilities

Demonstrates technical knowledge and abilities in line with role
Prioritize and maintain a tidy ticket queue
Notify the Helpdesk Manager when unable to complete workload
Identify when an assignment should be escalated
Create detailed documentation and ticket notes
Provide high quality and timely customer service
Meet all SLAs
Support peers
Travel to client sites when needed

Security Responsibilities

Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data.
Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission.
Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies.
Immediately follow incident response procedures when a security incident or concern is noticed.

Experience and Knowledge

1+ year experience as T2 Helpdesk Support

Certifications

CompTIA A+
CompTIA Network+
CompTIA Security+
MD-102: Microsoft 365 Certified: Endpoint Administrator Associate

Position:

Location – Rockville, MD –Hybrid eligible, not to exceed 1-day WFH.
Employment Type - Full time
Compensation - $51,500-58,999k
Travel -On-Call rotation required. Some travel required, personal vehicle required as this position will be on client site 2-3 days per week

Benefits:

Medical Insurance - OSIbeyond pays 80% of the premium for the Employee's base medical plan
Vision and Dental Insurance - OSIbeyond pays 80% of the premium for the Employee's plans
Life Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
Short Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
401K - OSIbeyond matches up to 4%