Help Desk System Administrator

RESPONSIBILITIES

• IT Service Management (ITSM) 

• Proficient in managing and maintaining ITSM modules, including Incident Management, Request Management, Change Management, and Problem Management. 

• Strong understanding of IT Asset Management (ITAM) and its integration with ITSM systems. 

• Technical Integration and Platform Knowledge 

• Manage and support ServiceNow platform functionalities, including Integration Hub and third-party software integrations. 

• Develop and maintain workflows, Glide scripting, and system configurations to meet organizational needs. 

• Data Analysis and Performance Monitoring 

• Conduct data-driven analysis to identify areas for system optimization and improvement. 

• Design, develop, and maintain performance dashboards, reports, and analytics. 

• Use automated test frameworks to enhance system functionality and performance. 

• System Administration and User Management 

• Administer user, group, and role management, including configuration of user permissions and access control. 

• Perform system configuration tasks, including the setup of workflows, ensuring alignment with business requirements. 

• Problem Solving and Troubleshooting 

• Diagnose and resolve technical issues related to IT systems, applications, and infrastructure. 

• Utilize best practices to maintain system integrity and resolve issues promptly to minimize downtime. 

• Documentation and Reporting 

• Maintain accurate documentation of user interactions, resolutions, and system configurations. 

• Prepare and present regular reports on system performance and help desk activities. 

• Continuous Learning and Adaptability 

• Stay current with emerging technologies and industry trends to continuously improve ITSM tools, platforms, and best practices. 

• Adapt to evolving technical environments and user needs, ensuring flexible and effective solutions. 

REQUIRED QUALIFICATIONS

• Education and Experience 

• Bachelor’s Degree in Information Technology, Computer Science, or a related field 

• 5-7+ years of relevant technical experience. 

• Certifications such as ITIL, CompTIA Sec+, or similar are highly preferred. 

• ITSM Expertise 

• Extensive experience with ITSM modules and their integration with ITAM. 

• Strong understanding of IT service operations and management best practices. 

• Technical Skills 

• Hands-on experience with the ServiceNow platform, including integration, workflows, and Glide scripting. 

• Familiarity with IT infrastructure, cloud platforms, and system administration tools. 

• Problem Solving and Analytical Skills 

• Proven ability to identify, troubleshoot, and resolve system-related issues. 

• Strong data analysis skills with experience in creating reports, dashboards, and performance analytics. 

• Communication and Documentation 

• Excellent written and verbal communication skills. 

• Ability to maintain detailed and organized records, ensuring transparency in reporting and problem resolution. 

We are seeking a Help Desk System Administrator to join our team supporting the United States Senate, Washington DC.

This program provides comprehensive services for Local Area Networks (LANs) and Wide Area Networks (WANs), supporting around roughly 12,000 users. The program covers the acquisition, delivery, configuration, integration, and upgrade of IT products, along with installation and on-site maintenance, including help desk services. Additional support includes hardware delivery, moves, upgrades in state offices, and technical assistance for systems, ensuring efficient, secure, and up-to-date IT infrastructure. 

We are seeking a highly skilled and experienced System Administrator to join our IT operations team. This role requires an individual with a strong background in IT Service Management (ITSM), system integration, platform knowledge, and troubleshooting. The ideal candidate will be proactive, detail-oriented, and capable of managing complex IT systems while ensuring optimal performance, data analysis, and user management. 

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us!  

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

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COMPETENCIES   

• Establish Focus 

• Change Management 

• Develop Others 

• Oral Communication  

• Written Communication  

• Interpersonal Awareness 

• Build Relationships 

• Analytical Thinking 

• Conceptual Thinking 

• Strategic Thinking 

• Technical Expertise 

• Initiative 

• Foster Innovation 

• Results Oriented 

• Teamwork  

• Customer Service  

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location:  Washington D.C. 

• Type of environment: Varies   

• Noise level: (Low, Medium, High)  

• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs. 

• Amount of Travel: 10% 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

Citizenship: US Citizen 

Clearance requirement: Capitol Police Background Check 

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.