Tier 1 and 2 Application System Administrator

Breakforth Solutions Inc

Washington, DC

Full-Time

Job Description

Position Information:

BreakForth Solutions is seeking a Tier 1 and 2 Application Systems Administrator to support our federal customers. The successful candidate will be part of a technical team, researching, resolving, and responding to end-user issues and problems for high-priority applications. In this position, the System Administrator will support the broader team in close collaboration with clients, ensuring successful oversight and delivery of impacted projects.

Essential Functions

Manage Help Desk tickets in a timely manner and use ticketing software and work orders to prioritize and conduct troubleshooting of software issues.
Respond to customer issues via phone, email, and computer chat.
Provide customer assistance.
Document customer interactions.
Run diagnostics to resolve customer-reported issues.
Analyze and repair system issues by applying a broad range of troubleshooting methods.
Escalate issues to the next Tier with the next level of difficulty.
Follow up with customers to ensure issues are resolved.
Monitor system performance, perform diagnostics, and troubleshoot to ensure high reliability and availability of supported networks.
Conduct preventive maintenance, implement patches, and lead upgrades of software.
Experience with collaboration tools within an Agile environment.
Provide documentation for trouble tickets and escalate issues as appropriate.
Apply best practices, tools, and methods to support the delivery of projects on time, within budget, and to performance specifications.

Education/Skills/Experience Requirements:

Bachelor’s degree in computer science, Information Management, or a related field.
Have or be able to obtain a Department of Justice Public Trust Investigation, Tier 2
2+ years of hands-on experience conducting root cause analyses and implementing recommended solutions to troubleshoot or remediate issues.
2+ years of experience working in an operations or help desk environment.
Work on a cross-functional team across a broad range of technologies to ensure applications are properly maintained and supported.
Strong written and oral communication skills.
Knowledge of the software development life cycle (SDLC) and work in an Agile framework.
Knowledge and experience with the application, configuration, and administration of patches and remediations that are per customer specifications/requirements.
Demonstrated experience recognizing, analyzing root causes, mitigating, and resolving technical risks.
Excellent customer service skills.
Detail-oriented to keep detailed notes on tickets.
Highly organized to keep help desk tickets in order.
Ability to diagnose and resolve software issues.

Desired Knowledge/Skills 

AWS Cloud or other Cloud technology experience preferred

 BreakForth Solutions Incorporated is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), national origin, disability status, genetics, protected veteran status, or any other basis covered by applicable law.