Job description
Systems Administrator (Help Desk) - Senior
**Hours of support may extend beyond core hours.**
The position will include a variety of activities, which may include but are not limited to the following:
- Provide support to Sponsor automated systems via support requests
- Provide tracking and reporting of support requests open, closed, and active for Sponsor's Automated Systems.
- Utilize a Sponsor approved support request tracking system.
- Meet Sponsor established goals for addressing support requests. Utilize Sponsor approved tracking system to provide Sponsor approved metrics on a weekly and monthly basis for Sponsor review.
- Provide response to support requests based on Sponsor time requirements.
- Respond to after-hour and weekend critical support requests based on prior scheduled Sponsor requirements
- Establish SOP for request escalation to Tier 2-3 level support
- Establish and maintain an updated list of KBAs (Knowledge Based Articles) pertaining to frequently asked support requests
- Performance of general system administration activities: user account creation, manage access controls, implementation and review of security policy, hardware installation, driver installation, software patching, monitor activity logs, and creation of automation scripts.
- Provide technical support for the application as needed to interface with the user base.
- Maintenance and care of digitization hardware, to include: installation, troubleshooting, maintenance, and repair.
- Make objective and technically sound recommendations for potential future hardware and software purchases.
- Analyze production metrics and data to provide data-driven recommendations to management to support continual process improvements.
- Generate weekly, monthly, and yearly metrics reports.
- Learning, supporting, and training users on different types of digitization hardware.
- Work as a team with the program security team, reviewing security audit logs in accordance with the SSP
- Plan, develop, install, and provide documentation for server and client deployments
Mandatory Skills:
- Demonstrated on-the-job experience working and solving technical problems independently as a system administrator.
- Demonstrated ability to monitor and troubleshoot enterprise workflow applications, to include: installing, starting, and stopping background processes, analyzing log and event files, and patching and troubleshooting.
- Must be flexible and adaptable to change, when needed.
- Must have 6 years of relevant experience
Stillwater 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, age, veteran status, or any other protected class. If you need assistance with the application process due to a disability, please contact us at 571-525-2482.
Why Stillwater: Stillwater was ranked as the 14th BEST PLACE TO WORK - 2020 in Washington, DC Area–by the Washington Business Journal.
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