System Administrator - Help Desk Lead/Manager

Description

Tyto Athene is seeking a candidate for the role of System Administrator – Helpdesk Lead/Manager serving a military customer.

 

Responsibilities:

• Manages Tier 1 help desk operations, ensuring SLA compliance and timely resolution of user issues.
• Act as the primary escalation point for unresolved technical issues requiring system administration expertise. 
• Perform system administration tasks, including account management, permissions updates, and troubleshooting classified and unclassified systems.
• Maintain and update the ServiceNow knowledge base, ensuring accuracy and relevance.
• Monitor the ServiceNow ticketing system and oversee ticket categorization, prioritization, and resolution.
• Provide monthly reports on help desk performance, including metrics such as response times, resolution rates, and user satisfaction.
• Collaborate with DISA and/or ARMY for escalated issues and ensure compliance with security policies.

Qualifications

Required:

• Bachelor’s degree in information technology, computer science, or related field. Alternatively, 10 years of relevant work experience in system administration and help desk operations may be substituted for a degree.
• IAT-II Qualified with relevant certifications such as CompTIA Security+, Microsoft Certified: Azure Administrator Associate, or equivalent.
• Minimum 7 years of experience in system administration and help desk operations.
• Strong technical foundation in system administration tasks, including Active Directory and Azure AD management.
• Familiarity with Army and DoD IT systems, including classified and unclassified networks

Clearance:

• Secret Clearance required

About Tyto Athene

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is between $95,000-$100,000. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.

 

Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide.  At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto?  Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.