Mission:

IT Mart Systems Administrator is responsible for providing Account Management Services to Department of State consolidated accounts. Duties consist of creating, modifying and managing all Department of State accounts, creating and modifying SNAP cards, and providing initial mobile and laptop support at tier 1 level.

Duties and Responsibilities:

Performs systems administrative and operational duties on computer systemsPerform account management duties in Active DirectoryWelcome and greet customers when handling front desk operationsAnalyze, evaluate, test and repair basic hardware problemsPrepare activity and progress reports regarding support activitiesRespond, investigate, and correct problemsActs as a technical resource for user queriesContribute to developing and implementing improvements in the account management processesWorking to achieve SLA's when resolving customer issuesOrganize and conduct one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS)Provide troubleshooting diagnosis, and repair for laptop and mobile devices

Desired Skills or Experience:

Strong customer service and communication skills (both written and verbal)Excellent interpersonal skills, especially ability to listen and understand what is being describedWorking 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.1-3 years of related experience

Education and Clearance:

Associate’s degree or equivalent experienceMust be US Citizen and clearable; Secret clearance (or higher) a plusHave prior mobile or public key infrastructure (PKI, Smartcard) experience will be a plusPreferred one or more industry standard certifications- A+, Security+, Network+; etc.

Physical Requirements:

Ability to lift and move 30 lbs. of equipment 

Work location: Washington, D.C.