The Role
Provide onsite systems administration and user support via email, hotline, and tickets. Troubleshoot software/hardware, install and repair equipment, monitor system performance, maintain logs and SOPs, perform diagnostics and corrective actions, and escalate incidents as required.
Summary Generated by Built In
REQUIRED: Active TS/SCI with Full Scope Polygraph
LOCATION: Full-time, onsite in McLean VA
We’re seeking Systems Administrators who combine strong technical troubleshooting skills with exceptional customer service. In this role, you will support users through email, hotline, and ticketing channels; answer questions about software and hardware operation; and provide clear, patient guidance to resolve issues efficiently.
Who We Are:
Ardent Principles delivers cutting‑edge capabilities across data science, data engineering, software engineering, AI solutions, cybersecurity, staff augmentation, and IT program management. We thrive at the intersection of mission, technology, and innovation.
Passionate Integrity, Driven by Excellence
At Ardent Principles, we don’t just offer jobs—we build careers rooted in purpose. Our competitive salary ranges and industry‑leading benefits are designed to support long‑term stability, growth, and overall well‑being. We’re committed to creating an environment where talented people can do their best work and feel valued while doing it.
Join us as we continue building the future of secure, high‑impact solutions.
LOCATION: Full-time, onsite in McLean VA
We’re seeking Systems Administrators who combine strong technical troubleshooting skills with exceptional customer service. In this role, you will support users through email, hotline, and ticketing channels; answer questions about software and hardware operation; and provide clear, patient guidance to resolve issues efficiently.
Who We Are:
Ardent Principles delivers cutting‑edge capabilities across data science, data engineering, software engineering, AI solutions, cybersecurity, staff augmentation, and IT program management. We thrive at the intersection of mission, technology, and innovation.
Passionate Integrity, Driven by Excellence
At Ardent Principles, we don’t just offer jobs—we build careers rooted in purpose. Our competitive salary ranges and industry‑leading benefits are designed to support long‑term stability, growth, and overall well‑being. We’re committed to creating an environment where talented people can do their best work and feel valued while doing it.
Join us as we continue building the future of secure, high‑impact solutions.
Key Responsibilities
In this challenging yet rewarding role, you are an integral part of what brings our Company's mission to life. You must have the following required skills, certifications and demonstrated experience in and/or with:
- Answering questions via emails, hotline, and tickets.
- Answering users' inquiries regarding computer software and hardware operation to resolve problems.
- Entering commands and observing system functioning to verify correct operations and detect errors.
- Installing and performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
- Overseeing the daily performance of computer systems.
- Setting up equipment for employee use, performing or ensuring proper installation of communication, operating systems, and appropriate software.
- Maintaining records of daily data communication transactions, problems and remedial action taken, and installation activities.
- Reading technical manuals, conferring with users, and conducting computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
- Monitoring events and performing corrective actions according to documentation.
- Escalating incident reports to required groups and monitoring incidents.
Highly Desired Qualifications
Other skills and demonstrated experiences that are highly desired but not mandatory to perform the work, include:
- Making changes to databases by reviewing procedures found within Database Management System Manuals, or similar SOP documents.
- Updating and communicating with users about the progress of problem remediation.
- Participating in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location.
- Answering users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location.
Other relevant technologes/tools:
- Experience providing support 24x7x365.
- Experience appointing a lead or designated team member who shall be responsible for managing the team's schedule.
- Experience being accountable for scheduling and assigning the appropriate number of staff for each shift, as per an agreed-upon schedule. Schedule shall be agreed upon in advance and changes to the schedule shall be communicated to the client in advance.
- xperience overseeing the daily performance of IT messaging systems while maintaining the record of daily data communication transactions, problems and remedial action taken, and installation activities.
- Experience recording incidents and providing support to users.
- Experience providing technical assistance to IT messaging system users, specifically messaging support.
- Experience maintaining a service perspective including an understanding of relationships, dependencies and requirements of hardware and software components and the organizations that support them.
- Experience providing assistance concerning the use of specific application messaging systems.
- Experience responding to incidents or findings from system monitoring to proactively address, remediate, or conduct preventative actions to ensure continuity of service and maintain system availability meeting service objectives.
- Experience monitoring daily tasks such as environment health, spills, message rejections, message flow and abnormalities, and messaging process for current and legacy systems.
- Experience maintaining standard Operating Procedures (SOPs) that shall be followed for all procedures.
- Experience operating in a shared help desk environment and being expected to familiarize themselves with the process for triaging help desk calls for mission applications outside of their primary focus. Generally, this will be basic Tier 1 or Tier 2 support. Tier 2 support is an escalated issue or incident, not able to be solved by Tier I. Typical items include break-fixes, configuration issues or hardware repairs.
What We Offer You
- Highly Competitive Salary: Recognizing and rewarding your expertise and contributions.
- Generous Paid Time Off: Providing ample time for rest, relaxation, and personal pursuits.
- Dedicated Training Budget: Supporting continuous learning and professional development.
- 100% Employer-Covered Family Vision, Dental, and Health Insurance: Ensuring comprehensive health coverage for you and your family.
- 100% Employer-Covered Life and Disability Insurance: Offering financial security and peace of mind.
- 401(k) Plan with a 6% Employer Match: Helping you plan and save for a secure retirement, with 100% vesting from day one.
- 11 Paid Government Holidays: Observing national holidays to ensure time off with family and friends.
- Spot Bonuses for Exceptional Performance: Rewarding outstanding contributions and achievements.
SCHEDULE:
This is a full-time position with consultants expected to be available and working onsite in McLean, VA during core hours.
Ready to take the next step in your career? Join us and be part of a team dedicated to driving positive change through technology. Apply now with our easy 3-minute, mobile-friendly initial application process. Your future starts here!
About
At Ardent Principles, we're more than just a technology company - we're a team of innovators, problem-solvers, and collaborators dedicated to pushing the boundaries of what's possible. Our mission is to empower organizations with transformative IT solutions and program management services, while our values of integrity, excellence, and teamwork guide everything we do. We foster a culture of open communication, where every voice is heard, and every idea is valued. Join us and be part of a company where your contributions truly make a difference.
Skills Required
- Active TS/SCI with Full Scope Polygraph
- Full-time, onsite in McLean, VA
- Provide user support via email, hotline, and ticketing systems
- Troubleshoot computer software and hardware and answer user inquiries
- Enter commands and observe system functioning to verify operations and detect errors
- Install and perform minor repairs to hardware, software, and peripheral equipment
- Oversee daily performance of computer systems and monitoring events with corrective actions
- Set up equipment for employee use and ensure proper installation of OS, communication systems, and software
- Maintain records of daily data communication transactions, problems, remedial actions, and installations
- Read technical manuals, conduct diagnostics, and provide technical assistance
- Escalate incidents to required groups and monitor incident resolution
- Make changes to databases following DBMS manuals or SOPs
- Update and communicate with users about problem remediation progress
- Participate in deployment of applications and hardware for field locations
- Experience providing 24x7x365 support
- Experience scheduling staff, assigning shifts, and appointing a lead
- Experience supporting IT messaging systems and messaging users
- Maintain and follow standard operating procedures (SOPs)
- Experience in a shared help desk environment providing Tier 1 and Tier 2 support
- Monitor environment health, message flow, rejections, and messaging processes
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The Company
What We Do
Ardent Principles, Inc. is a people-focused IT and management consulting firm for commercial and government clients, specializing in IT services and program management, and offering advanced services in data science, data engineering, software engineering, AI solutions, cybersecurity, and staff augmentation.
