System Adminstrator

At DANE our ability to retain employees is a testament to how we treat, value, and support our incredibly smart, talented, and courageous staff. We offer aggressive PTO from day one, multiple benefits and learning opportunities to support our employees in being their best.

We are looking for an DSS System Administrator to join our team. As a member of the team, you will be responsible for providing Desktop Support Services to Department of State consolidated Bureaus. Duties consist of managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers and pertaining to ClassNet and OpenNet workstations & laptops, operating system support, applications and software, monitors, network printers, digital senders and other peripheral devices within the Department of State consolidated Bureaus.

Details:

Location: Washington DC

Job Type: Full Time

Education: High School Diploma or GED

Experience: Minimum 5 years of experience working as DSS System Administrator

Clearance: Must hold Active DoD Secret Clearance or higher

Responsibilities:

• Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.
• Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting.
• Analyze, evaluate and test software and hardware in response to issues identified by customer.
• Support in the planning, installation, security and breakdown in support of standing up new facilities and standing down retired facilities.
• Mitigate identified security issues.
• Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot issue. Escalate fully documented ticket if issue cannot be resolved.
• Prepare and maintain activity and progress reports regarding support activities.
• Act to coordinate activities across support agencies to delivery support service to customer. Manage and track escalations to ensure timely resolution of customer issues.
• Contribute to identifying improvements in the support of hardware, software or infrastructure related services.
• Work to meet program service level agreements (SLA's) to resolve customer issues.
• Provide one-on-one and small group training in the use of application (COTS & GOTS) and devices to new users and IT Mart visitors.
• Install, configure and troubleshoot microcomputer hardware and software systems, to include servers.
• Install, configure, and troubleshoot peripheral devices such as, card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices.
• Conduct diagnostic troubleshooting and repair for microcomputer devices
• Install hardware and software application on a myriad of computer devices

Requirements

· Strong customer service and communication skills (both written and verbal)

· Excellent interpersonal skills, especially ability to listen and understand what is being described

Desired Skills or Experience:

· Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.

· Experience providing Tiers 1 and 2 technical support with hardware and software.

· Excellent attention to detail.

· Strong working knowledge of computer terms.

· Customer service operations experience.

· 5 years of related experience.

· One or more industry standard certifications- A , Security , Network ; etc. preferred

Physical Requirements:

· Must be able to move/handle equipment up to 30 pounds

DANE LLC 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.