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Job Description
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.
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