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Systems Administrator (Help Desk)

Company: Cantada
Location: Herndon
Posted on: May 26, 2023

Job Description:

Help Desk Specialist Senior to provide Tier 1-3 level support in the Herndon, VA area. The successful candidate will be a self-motivated, independent worker who can also work in, and contribute to, a team environment. The candidate will be part of a team that supports the hardware and software infrastructure for an enterprise minded organization. This position requires a broad knowledge of hardware maintenance and care, system administration, knowledge of automation technologies, and scripting. This position also requires a knowledge of security and accreditation practices and procedures and the ability to work with several enterprise resources and teams in the operation of an enterprise digitization infrastructure. **Hours of Support may extend beyond core hours.** The position will include a variety of activities, which may include but are not limited to the following: --- Provide support to Sponsor automated systems via support requests --- Provide tracking and reporting of support requests open, closed, and active for Sponsor's Automated Systems. --- Utilize a Sponsor approved support request tracking system. --- Meet Sponsor established goals for addressing support requests. Utilize Sponsor approved tracking system to provide Sponsor approved metrics on a weekly and monthly basis for Sponsor review. --- Provide response to support requests based on Sponsor time requirements. --- Respond to after-hour and weekend critical support requests based on prior scheduled Sponsor requirements --- Establish SOP for request escalation to Tier 2-3 level support --- Establish and maintain an updated list of KBAs (Knowledge Based Articles) pertaining to frequently asked support requests --- Performance of general system administration activities: user account creation, manage access controls, implementation and review of security policy, hardware installation, driver installation, software patching, monitor activity logs, and creation of automation scripts. --- Provide technical support for the application as needed to interface with the user base. --- Maintenance and care of digitization hardware, to include: installation, troubleshooting, maintenance, and repair. --- Make objective and technically sound recommendations for potential future hardware and software purchases. --- Analyze production metrics and data to provide data-driven recommendations to management to support continual process improvements. --- Generate weekly, monthly, and yearly metrics reports. --- Learning, supporting, and training users on different types of digitization hardware. * Work as a team with the program security team, reviewing security audit logs in accordance with the SSP * Plan, develop, install, and provide documentation for server and client deployments

Keywords: Cantada, Germantown , Systems Administrator (Help Desk), IT / Software / Systems , Herndon, Maryland

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