The Role
Provide Tier 2 systems administration and help-desk support for messaging and communication applications in a 24/7 environment. Administer message storage/retrieval, implement RBAC and security controls, manage sensitive access bins, respond to incidents, maintain SOPs and operational records, perform diagnostics, hardware repairs, and support deployment and user troubleshooting.
Summary Generated by Built In
Swift is a privately held, mission-driven and employee-focused services and solutions company headquartered in Reston, VA. Our capabilities include Software Development, Engineering & IT, Data Science, Cyber Enablement, Logistics, and Training. Founded in 2019, Swift supports Civilian, Defense, and Intelligence Community customers across the country and around the globe.
We are looking for a Systems Administrator to join our high-performing team on a dynamic, mission-focused program. In this role, you will support a comprehensive suite of applications doing systems administration and Tier 2 help desk support in a 24/7 environment. The role is in McLean, VA.
Responsibilities:
- Provide systems administration and Tier 2 help desk support in a 24/7/365 operational environment for a comprehensive suite of communication and messaging applications used between Customer headquarters, field offices, and industry partners
- Administer message storage and retrieval systems, including search functionality, search term storage, and associated administrative tools
- Implement and maintain role-based access control (RBAC) and advanced security controls to protect sensitive information
- Provision, manage, and dispose of sensitive account bins used to control access to families of protected documents and systems
- Participate in a merged support team structure that provides Tier 1-3 support across multiple mission applications
- Support an agreed-upon shift schedule, including a designated team lead responsible for managing staffing assignments and ensuring appropriate coverage per shift
- Communicate any proposed schedule changes to the Customer in advance for approval
- Deliver Tier 2 support for the Customer's proprietary communication system, resolving escalated issues that Tier 1 could not address, including break-fixes, configuration issues, and hardware repairs
- Oversee daily performance and operations of IT messaging systems
- Maintain accurate records of daily data communication transactions, problems encountered, remedial actions taken, and installation activities
- Log incidents and provide direct support to end users
- Serve as a tiered point of contact for all issues related to Customer-supported applications
- Provide technical assistance to messaging system users, with a focus on messaging-specific support
- Maintain a service-oriented perspective, understanding the relationships, dependencies, and requirements among hardware, software components, and supporting organizations
- Respond to user questions and resolve issues submitted via telephone, email, or the Customer's ticketing system
- Assist users with the operation and use of specific application messaging systems
- Respond to incidents or findings from system monitoring tools, taking proactive, remedial, or preventative action to ensure service continuity and system availability in line with service-level objectives
- Monitor daily operational tasks, including environment health, spills, message rejections, message flow, and abnormalities across current and legacy messaging systems
- Develop, follow, and maintain Standard Operating Procedures (SOPs) for all relevant processes
- Review SOPs at least every six months and provide recommendations to the Customer for needed updates
- Operate within a shared help desk environment and become familiar with triage processes for help desk calls related to mission applications outside one's primary focus area
- Provide basic Tier 1 or Tier 2 support for mission applications beyond the primary messaging system, as needed
Requirements:
- Experience answering questions via emails, hotline, and tickets
- Experience answering users' inquiries regarding computer software and hardware operation to resolve problems
- Experience entering commands and observing system function to verify correct operations and detect errors
- Experience installing and performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
- Experience overseeing the daily performance of computer systems
- Experience setting up equipment for employee use, performing or ensuring proper installation of communication, operating systems, and appropriate software
- Experience maintaining record of daily data communication transactions, problems and remedial action taken, and installation activities
- Experience reading technical manuals, conferring with users, and conducting computer diagnostics to investigate and resolve problems and to provide technical assistance and support
- Experience monitoring events and performing corrective actions according to documentation
- Experience escalating incident reports to required groups and monitoring incidents
- US citizenship and an active TS/SCI with Polygraph security clearance required
Desired Experience:
- Experience of making changes to databases by reviewing procedures found within Database Management System Manuals, or similar SOP documents
- Experience updating and communicating with users about the progress of problem remediation
- Experience participating in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location
- Experience of answering users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location
Do you know anyone for this position, or other positions open at The Swift Group? We offer a $5,000 bonus for any referral candidate we hire, paid out at the new hire’s 90-day mark.
We are not working with outside staffing agencies to fill this position, and we will not be accepting unsolicited resumes. All inquiries must go through the recruiting team.
#LI-DI1
#Onsite
The Swift Group and Subsidiaries are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Pay Range: $49,996.80 - $290,004.00
Pay ranges are a general guideline and not intended as a guaranteed and/or implied final compensation or salary for this job opening. Determination of official compensation or salary relies on several different factors including, but not limited to: level of position, complexity of job responsibilities, geographic location, work experience, education, certifications, Federal Government contract labor categories, and contract wage rates.
At The Swift Group and Subsidiaries, you will receive comprehensive benefits including but not limited to: healthcare, wellness, financial, retirement, education, and time off benefits.
Skills Required
- Experience answering questions via email, hotline, and ticketing systems
- Experience responding to users' inquiries about computer software and hardware to resolve problems
- Experience entering commands and observing system function to verify operations and detect errors
- Experience installing and performing minor repairs to hardware, software, and peripherals
- Experience overseeing daily performance of computer systems and messaging systems
- Experience setting up equipment for employee use and installing operating systems and appropriate software
- Experience maintaining records of daily data communication transactions, problems, remedial actions, and installation activities
- Experience reading technical manuals, conducting diagnostics, and providing technical assistance and support
- Experience monitoring events and performing corrective actions according to documentation
- Experience escalating incident reports to required groups and monitoring incidents
- US citizenship and active TS/SCI with Polygraph security clearance
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The Company
What We Do
The Swift Group is a privately held, mission-driven and employee-focused services and solutions company headquartered in Reston, Virginia. Founded in 2019, Swift supports Civilian, Defense, and Intelligence Community customers, across the country and around the globe.
