Annapolis Junction, MD
Provides support for implementation, troubleshooting and maintenance of information Technology (IT) systems. Manages IT system infrastructure and any processes related to these systems. Provides 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. Provides Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems. Provides support for the escalation and communication of status to agency management and internal customers. Provides support for the dispatch system and hardware problems and remains involved in the resolution process. Configures and manages UNIX, Linux and Windows operating systems and installs/loads operating system software, troubleshoots, maintains integrity and configures network components along with implementing operating systems enhancements to improve reliability and performance.
Bachelor’s degree in a technical discipline from an accredited college or university is required. Four
(4) years of additional SA experience may be substituted for a bachelor’s degree. Five (5) years experience as a SA in programs and contracts of similar scope, type, and complexity is required. Two (2) years of experience with Service Management (ITSM) is required. 50% require Information Technology: One (1) years of experience with ServiceNow 50% platform is required. (An additional two (2) years of experience may be substituted for the ServiceNow platform experience.)