System Administrator (SA) Skill Levels 2 And 3

An ACTIVE security clearance is required: TS/SCI with Polygraph :

Description:
Provides support for implementation, troubleshooting and maintenance of Information Technology (IT) systems. Manages IT system infrastructure and any processes related to these systems. Provides 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. Provides Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems. Provides support for the escalation and communication of status to agency management and internal customers. Provides support for the dispatch system and hardware problems and remains involved in the resolution process. Configures and manages UNIX and Windows operating systems and installs/loads operating system software, troubleshoots, maintains integrity and configures network components along with implementing operating systems enhancements to improve reliability and performance.

The Level 2 System Administrator (SA) shall possess the following capabilities:

• 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 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.

• Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems

• 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 support for the dispatch system and hardware problems and remains involved in the resolution process

• Provide in-depth experience in trouble-shooting IT systems

• Configure and manage UNIX 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

• Provide detailed analysis and feedback to agency management and internal customers for escalated tickets

Qualifications:: Ten (10) years’ experience as a SA in programs and contracts of similar scope, type, and complexity is required. Bachelor’s degree in a technical discipline from an accredited college or university is required. Five (5) years of additional SA experience may be substituted for a bachelor’s degree.

Domain Area(s) Specialized Requirements: :Three (3) years of demonstrated experience is required in the domain items described below:

• Information Technology

• ITSM Processes such as Incident management, Event management, Problem management, Service Request management.

The Level 3 System Administrator (SA) shall possess the following capabilities:

• 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 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.

• Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems

• 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 support for the dispatch system and hardware problems and remains involved in the resolution process

• Provide in-depth experience in trouble-shooting IT systems

• Configure and manage UNIX 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

• Provide detailed analysis and feedback to agency management and internal customers for escalated tickets

• 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

Qualifications: Fifteen (15) years’ experience as a SA in programs and contracts of
similar scope, type, and complexity is required. Bachelor’s degree in a technical discipline from an accredited college or university is required. Five (5) years of additional SA experience may be substituted for a bachelor’s degree.

Domain Area(s) Specialized Requirements: Five (5) years of demonstrated experience is required in the domain items described below:

• ITSM Processes such as Incident management, Event management, Problem management, and Service Request management.