System Administrator / Software Analyst

The System Administrator/Software Analyst will handle the technical administration, user support, and troubleshooting of enterprise systems. Core responsibilities include:

• Respond to customer questions and troubleshoot technical issues related to hardware, software, and network problems.
• Ask questions, run diagnostics, and use problem-solving skills to find the root cause of problems and implement solutions.
• Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system.
• Report significant or recurring issues to higher-level support teams (Tier 3 or higher).
• Install and configure software, document internal procedures and FAQs.
• Walk users through the use of our products or systems, and provide follow-up communication to ensure resolution.

Required Skills and Experience

• Current DoD 8570 IAT Level I certification required.
• Proficiency in operating systems (Windows).
• Knowledge of Microsoft software applications such as Outlook, TEAMS, and OneDrive.
• Knowledge of troubleshooting Adobe issues.
• Knowledge of Microsoft Application Suite.
• Knowledge of EDMS and Active Directory.
• Knowledge of SharePoint.
• Ability to diagnose and resolve technical problems efficiently.
• Ability to follow previously defined troubleshooting processes.
• Excellent verbal and written communication skills to explain complex technical issues clearly to non-technical users.
• Patience and empathy to provide top-notch service and ensure user satisfaction.
• Ability to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs).
• Ability to work independently and as part of a team.

Clearance Required: Active Secret Clearance 

Preferred Skills and Experience

• Experience supporting the U.S. Coast Guard (USCG) or similar Department of Homeland Security (DHS) software delivery environments.
• Experience with SNOW (ServiceNow) and ticketing software is preferred.