IT Service Desk Systems Administrator

Everforth ECS is seeking an IT Service Desk Systems Administrator to work in our Quantico, VA office.

Are you ready toplaycrucial role in supporting cutting-edge technology forfederallaw enforcement and scientific organizations with IT services and support for hardware, IT systems, applications, and operational technologies that support mission critical operations?

ECS isseekinga highly skilled and motivated IT Systems Administrator to join our team and make apositiveimpactworking at the intersection of traditional IT and specialized scientific and Operational Technology (OT) systems.

As an IT Systems Administrator, you will lead and support teams driving improvements in data analysis and integration across systems to enhance mission operations and ensure data integrity, security, and usability for the organization.

In this role,you'llhave the opportunity to:

• Support application deployments, installations, change requests, updates across a complex network of Laboratory Information Management Systems (LIMS), databases, and connected applications and instruments.
• Support the ongoing development and enhancement of IT Service Management processes, operating procedures, and best practices to promote improvements in service quality and team efficiency.
• Support the operations and maintenance of end user workstations, networks, and connected devices to ensure functionality, performance,security and reliability.
• Provide training and userassistanceto support organizational efficiency and understanding of IT services, applications, and processes.
• Provide customer facing support working to troubleshoot and resolve issues affecting key application, scientific instrumentation, and IT systems and services to support mission operations.

The successful candidate willsupportservice requests,incident response, and problem management for IT systems, applications, and scientific instrumentationand havedemonstratedexperience applying systems analysis techniques and procedures, including consulting with users, todetermineroot cause and provide recommended resolutions for hardware,softwareor system issues.

Responsibilities include:

• Provide quality customer service and IT-related support to application users, operations, and engineering teamsin a dynamic and fast-paced environment
• Provide technicalsupportto resolve customer issues by performing diagnostics, performance optimization, incident analysis, solution/partner recommendations, and product knowledge transfer
• Collaboratewithsystems engineers,administrators and operations teams to resolve escalated cases
• Utilize remote support capabilities to diagnose, troubleshoot, and resolve issuesfor supported IT systems, applications, and devices
• Draft andmaintainstandard operating process and procedure documentation,to include SOPs,FAQs, ticket trends, and installation and training materials,to maximize and improve internal efficienciesandservice quality
• Leverage the incident management system to document support requests and solutions as well as tomonitorand manage support queues for quick resolution and proper escalation of incidents when necessary
• Provideandmaintainclear, consistent,and effective communicationwithusers about the status of their issues and resolution progress.
• Leverage functional requirements and software testing environments when troubleshooting issues related to the application
• Provide hands-on training andITguidancetoempower users through troubleshooting processes within application environments
• Assistin the planning,coordination, and implementation of Service Desk project activities and operations
• US citizenship with active Top-Secret clearance
• A minimumof five(5) yearsof experiencesupportingan IT infrastructure, systems, and applications, including ensuring quality of service operations, and managing tickets in alignment with SLO's.
• Experience with the use of (ITSM) tools such as Atlassian Jira in a production environment supporting ticket triage and escalation
• Experience with Active Directory, virtualization technologies such as Hyper-V and VMware, Red Hat Linux, CentOS, and related technology.
• Experience with Oracle, SQL, Apache/Tomcat, Solar, MS Patch, Windows administrator and Windows domain
  
  Citrix Xen Center , and related products
• Demonstrated aptitude for working in a fast-paced, dynamic, matrixed work environment;
  Ability to elicit and shape work requirements and decompose complex challenges into actionable plans, based on an understanding of higher-level objectives.
• Demonstrated experience with Experience with…