What You Will Do:
At Independent Software, as a System Administrator Level 1, you will provide technical support to users by troubleshooting hardware, software, account access, and network connectivity issues. You will respond to support requests through phone, email, chat, and ticketing systems while ensuring issues are accurately documented and resolved or escalated as appropriate.
In this role, you will support day-to-day IT operations, assist users with common technical issues, maintain accurate support records, and contribute to a positive customer experience.
Key Responsibilities:
- Respond to user inquiries and technical support requests
- Diagnose and resolve basic hardware, software, network connectivity, and peripheral issues
- Install, configure, and update software on user devices
- Assist with password resets, account lockouts, and access issues
- Log, track, update, and document support requests in ServiceNow
- Escalate complex issues to appropriate technical teams
- Maintain accurate support documentation and contribute to knowledge base articles
- Provide guidance to less-experienced team members when needed
- Communicate technical information clearly and provide professional customer support
- Follow established IT and security policies and report potential security incidents
- Support IT asset inventory and other technical support activities as needed
- This position is mission essential and may require work on holidays when necessary
- Must be able to work Friday–Monday, 12:00 PM–10:00 PM
Required Skills and Qualifications:
- Experience providing technical or help desk support
- Experience troubleshooting hardware, software, and basic network connectivity issues
- Experience with ServiceNow or similar ticketing systems
- Strong customer service and communication skills
- Strong troubleshooting and problem-solving skills
- Ability to document technical issues and resolutions accurately
- Ability to work independently and collaboratively
Education and Experience:
Candidates must meet one of the following:
- High school diploma or GED with ten (10) years of relevant experience; OR
- Bachelor’s degree with five (5) years of relevant experience
Certifications:
DoD 8570 IAT Level I certification required:
- CompTIA A+ CE or
- CompTIA Network+ CE
Clearance Requirement:
- Must possess an active TS SCI with appropriate Polygraph to be considered for this role
Why Choose Independent Software:
At Independent Software, our people are the mission. We’ve built a company around collaboration, integrity, and innovation and we make sure our team has the tools and support to grow, succeed, and thrive.
When you join us, you will:
- Support critical national security missions that matter
- Be part of a close-knit, employee-first culture where your voice is heard
- Expand your skills through ongoing training, mentorship, and career development
- Enjoy competitive compensation, generous benefits, and work-life balance
Ready to take the next step in your career? Join us and be part of something bigger.
Apply today.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Skills Required
- Experience providing technical or help desk support
- Troubleshoot hardware, software, and basic network connectivity issues
- Experience with ServiceNow or similar ticketing systems
- DoD 8570 IAT Level I certification: CompTIA A+ CE or CompTIA Network+ CE
- Active TS/SCI security clearance with appropriate Polygraph
- High school diploma/GED with 10 years relevant experience OR Bachelor's degree with 5 years relevant experience
- Ability to work Friday–Monday, 12:00 PM–10:00 PM and on holidays as mission-essential
- Strong customer service, communication, troubleshooting, and documentation skills
- Follow established IT and security policies and report potential security incidents
What We Do
Independent Software, Inc. is a professional services company that provides information technology products and services to mission-oriented Federal Civilian Agencies. The company specializes in cloud computing and cybersecurity, offering solutions for network, database, and web security, as well as web monitoring. They are dedicated to ensuring national security and supporting soldiers through the delivery of high-quality intelligence products and highly skilled personnel.
