IT MartSystems 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 systems
Perform account management duties in Active Directory
Welcome and greet customers when handling front desk operations
Analyze, evaluate, test and repair basic hardware problems
Prepare activity and progress reports regarding support activities
Respond, investigate, and correct problems
Acts as a technical resource for user queries
Contribute to developing and implementing improvements in the account management processes
Working to achieve SLA's when resolving customer issues
Organize 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 described
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.
1-3 years of related experience
Education and Clearance:
Associates degree or equivalent experience
Must be US Citizen and clearable; Secret clearance (or higher) a plus
Have prior mobile or public key infrastructure (PKI, Smartcard) experience will be a plus
Preferred one or more industry standard certifications- A+, Security+, Network+; etc.
