System Administrator (ALL LEVELS)

Level 1 Qualifications:

• Provide support for implementation, troubleshooting and maintenance of IT systems
• Manage the daily activities of configuration and operation of IT systems
• Provide Tier 1 (Help Desk) problem identification, diagnosis and resolution of problems
• Provide assistance to users in accessing and using IT systems
• Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems
• Perform account management, e.g. establishing, activating, modifying, disabling, and removing accounts.
• Provide configuration management, implementation, and sustainment of compliance with applicable system security controls.
• Perform periodic vulnerability scans of systems
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Implement IAVA security patches and ensure patch status is recorded in appropriate systems of record.
• Provide support for the escalation and communication of status to agency management and internal customers
• Optimize system operations and resource utilization, and perform system capacity analysis and planning
• Bachelor’s degree in a technical discipline from an accredited college or university is required. Four (4) years of additional SA experience may be substituted for a bachelor’s degree.
•  Five (5) years’ experience as a SA in programs and contracts of similar scope, type, and complexity is required.
• Two (2) years of experience with Service Management (ITSM) is required.

Level 2 Qualifications:

• Provide support for implementation, troubleshooting and maintenance of IT systems
• Provide configuration management, implementation, and sustainment of compliance with applicable system security controls.
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Implement IAVA security patches and ensure patch status is recorded in appropriate systems of record.
• Provide support for the escalation and communication of status to agency management and internal customers
• Optimize system operations and resource utilization, and perform system capacity analysis and planning
• Provide in-depth experience in trouble-shooting IT systems
• Provide detailed analysis and feedback to agency management and internal customers for escalated tickets
• Provide support for the dispatch system and hardware problems and remains involved in the resolution process
• Configure and manage UNIX, Linux and Windows (or other applicable) operating systems and installs/loads operating system software, troubleshoot, maintain integrity of and configure network components, along with implementing operating systems enhancements to improve reliability and performance
• Communicate and coordinate with the Information System Security Officer (ISSO) and Information System Owner (ISO) regarding system changes as part of the Change and Configuration Management Process
• Support the ISO by completing required milestones of Plan of Action & Milestones (POA&M)as directed and coordinate completion status with the ISSO to reflect status within the Source System of Record for Security Authorizations
• Ensure IT Assets remain compliant with Identity & Access Control Management (ICAM) policy.
• Provide Tier 2 (Escalation) problem identification, diagnosis and resolution of problems
• Bachelor’s degree in a technical discipline from an accredited college or university is required. Four (4) years of additional SA experience may be substituted for a bachelor’s degree.
•  Ten (10) years’ experience as a SA in programs and contracts of similar scope, type, and complexity is required.
•  Four (4) years of experience with Service Management (ITSM) is required.

Level 3 Qualifications:

• Provide support for implementation, troubleshooting and maintenance of IT systems
• Provide configuration management, implementation, and sustainment of compliance with applicable system security controls.
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Implement IAVA security patches and insure patch status is recorded in appropriate systems of record.
• Provide support for the escalation and communication of status to agency management and internal customers
• Optimize system operations and resource utilization, and perform system capacity analysis and planning
• Provide in-depth experience in trouble-shooting IT systems
• Provide detailed analysis and feedback to agency management and internal customers for escalated tickets
• Configure and manage UNIX, Linux and Windows (or other applicable) operating systems and installs/loads operating system software, troubleshoot, maintain integrity of and configure network components, along with implementing operating systems enhancements to improve reliability and performance
• Communicate and coordinate with the Information System Security Officer (ISSO) and Information System Owner (ISO) regarding system changes as part of the Change and Configuration Management Process
• Support the ISO by completing required milestones of Plan of Action & Milestones (POA&M)as directed and coordinate completion status with the ISSO to reflect status within the Source System of Record for Security Authorizations
• Ensure IT Assets remain compliant with Identity & Access Control Management (ICAM) policy
• Provide Tier 2 (Escalation) problem identification, diagnosis and resolution of problems
• Support the design of systems, mission architecture and associated hardware
• Possess a working knowledge and understanding of system administration interdependencies as part of the Service Oriented Architecture (SOA)
• Analyze and resolve complex problems associated with server hardware, applications and software integration
• Support the design of systems, mission architecture and associated hardware
• Possess a working knowledge and understanding of system administration interdependencies as part of the Service Oriented Architecture (SOA)
• Analyze and resolve complex problems associated with server hardware, applications and software integration
• Bachelor’s degree in a technical discipline from an accredited college or university is required. Four (4) years of additional SA experience may be substituted for a bachelor’s degree.
• Fifteen (15) years’ experience as a SA in programs and contracts of similar scope, type, and complexity is required.
• Six (6) years of experience with Service Management (ITSM) is required. (U) ITIL 4 platform certification is required.