Access Administrator - Military veterans preferred

Responsibilities include, but are not limited to: 

• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems. 

• Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands 

• Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support   

• Providing basic?user?training in?support?of off-the-shelf applications and office products 

• Performing remote?desktop?triage and system repair using remote tools. 

• Maintaining and updating records and tracking databases. 

• Answering questions regarding system procedures, online transactions, systems status and downtime procedures  

• Collaborating with network services, software systems engineering and/or application development in order to restore service and/or identify problems 

• Adding and removing users to groups that grant access to applications as approved 

• Creating accounts, accesses, and resetting passwords 

• Installing, configuring, and upgrading computer hardware and software 

• Participating in the administration of e-mail systems and provisioning of accounts 

• Providing network and Active Directory administration, share drives/folders, group permissions, and account administration 

• Recommends, develops, and measures key performance indicators (KPI) as needed to monitor performance using appropriate tools and techniques. 

• Manages all aspects of a diverse IT project or multiple IT projects, typically involving multiple disciplines in the IT function 

• Utilizes expertise and leadership skills to direct staff and to resolve issues to ensure project goals and requirements are met 

• Oversees project planning, and execution 

• Recommending process, product, or service improvements  

• Meeting contractual performance criteria 

• Member of a team comprised of a variety of skills that may provide coverage from 6:00 a.m. – 6:00 p.m.  Opportunities exist to provide 24x7 coverage 

Basic Qualifications: 

• Bachelor's degree and 4 years of relevant experience. 4 additional years of experience may be substituted for a degree. 

• Knowledge of Windows Active Directory 

• Experience supporting Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment 

• Knowledge of multiple desktop programs, configuration and debugging techniques 

• Experience with servers, printers, and peripheral service 

• Experience creating accounts, granting accesses, and transferring data 

• Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.  

• Must be a self-starter, work independently, and work with a clear and defined mission. 

• CMA or DMA certification 

• Ability to embrace diverse technical disciplines and have excellent customer intimacy skills  

• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job. 

• Attention to detail, leadership, and collaborative and independent work process 

• Demonstrated problem solving and technical skills to resolve critical IT issues. 

• Expertise, training, and actual work experience with specific, systems and technologies. 

• Must demonstrate ability to thrive and succeed in a challenging environment. 

Preferred Qualifications: 

• Prior experience managing projects. 

• IAT II certification. 

• DTO Certification 

• Experience with ServiceNow ITSM & ITBM. 

• Prior experience managing projects from low-mid complexity.

• ITIL® v4 Foundation, or higher, certification 

Security Clearance Requirements: 

• Current/active TS/SCI with polygraph. 

Physical Requirements: 

• Must be able to remain in a stationary position 50%. 

• Must be able to move/traverse within and between buildings and offices. 

• Must be able to position self to maintain computers, including under the desks and in the server closet. 

• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.?

• Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds.? 

• The person in this position frequently communicates with co-workers, management, and customers; must be able to exchange accurate information.? 

• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.