Senior Service Desk Administrator

Own Your Future. Modern Technology Solutions, Inc. (MTSI) is seeking a Senior Service Desk Administrator in Alexandria, VA, Colorado Springs, CO, or Las Vegas, NV.

Why is MTSI known as a Great Place to Work?

• Interesting Work:  Our co-workers support some of the most important and critical programs to our national defense and security.  
• Values: Our first core value is that employees come first.  We challenge our co-workers to provide the highest level of support and service, and reward them with some of the best benefits in the industry. 
• 100% Employee Ownership: we have a stake in each other's success, and the success of our customers.  It's also nice to know what's going on across the company; we have company wide town-hall meetings three times a year.  
• Great Benefits - Most Full-Time Staff Are Eligible for: 
  • Starting PTO accrual of 20 days PTO/year + 10 holidays/year
  • Flexible schedules
  • 6% 401k match with immediate vesting
  • Semi-annual bonus eligibility (July and December)
  • Company funded Employee Stock Ownership Plan (ESOP) - a separate qualified retirement account
  • Up to $10,000 in annual tuition reimbursement
  • Other company funded benefits, like life and disability insurance
  • Optional zero deductible Blue Cross/Blue Shield health insurance plan
• Track Record of Success:  We have grown every year since our founding in 1993

Modern Technology Solutions, Inc. (MTSI) is a 100% employee-owned engineering services and solutions company that provides high-demand technical expertise in Digital Transformation, Modeling and Simulation, Rapid Capability Development, Test and Evaluation, Artificial Intelligence, Autonomy, Cybersecurity and Mission Assurance.

MTSI delivers capabilities to solve problems of global importance. Founded in 1993, MTSI today has employees at over 20 offices and field sites worldwide.

For more information about MTSI, please visit www.mtsi-va.com.

Responsibilities:

The Senior Service Desk Administrator assists in developing and maintaining all systems, applications, security and network configurations.  Responsible for installing new software releases, system upgrades, installing patches and resolving server and desktop related issues.  Contributes to practices, procedures, and concepts related to Information Technology as it relates to the organization.  Handles Tier 1 and Tier 2 end-user support. 

• Deploy and configure desktops/laptops, printers, networking devices, and software
• Troubleshoot network hardware/software (routers, switches, etc.)
• Install/upgrade operating systems and application software
• Image systems with Microsoft Development Toolkit (MDT)
• Diagnose Windows 11, Office O365 and other application issues
• Malware and virus removal/repair
• Track and maintain computer assets using asset management tools
• Create and revise knowledgebase documentation.
• Set up new hire computer equipment and VoIP Phones
• Administer Active Directory Users and Groups on the domain
• Assist users with remote access through VPN.
• Ensure all ITSM incident/request communication & follow up in a timely manner based on established SLA
• Diagnose and fix problems with Laptops and Desktops, as company standard hardware.
• Deploy, diagnose, and fix problems with iPhone and Android smartphones (MDM)
• Demonstrate professionalism in response to customer requests
• Coordinate with customers to upgrade, retire or consolidate applications and hardware as appropriate
• Research and/or contact vendors regarding technical problems and solutions

Qualifications:

Technical experience should include:

• Strong Microsoft Windows background
• Knowledge of various computer software applications, hardware platforms, networking components and LAN/WAN architecture
• Experience installing, configuring, and troubleshooting Windows Operating Systems
• Installation and configuration of hardware and software
• Performance tuning and Troubleshooting
• Account maintenance
• Proficiency in Microsoft Office suite (365 experience preferred)
• Experience troubleshooting common networking issues on client systems
• Strong knowledge of standard networking protocols such as TCP/IP, DHCP, DNS, and network hardware such as switches and routers

General experience should include:

• Experience in a fast-paced environment
• Deep interest in learning and developing new skills
• Excellent oral and written communication skills
• Strong organizational skills and ability to manage multiple tasks concurrently
• Excellent time management, scheduling, and organizational skills
• Ability to work well independently as well as follow detailed instructions for completing tasks
• Must be a team player and be able to work within all levels of a project team
• Excellent Customer Service skills
• Requires proactive problem solving and troubleshooting/diagnostic skills.
• Ability to provide after-hours/on-call support for critical services
• Ability to lift standard PC equipment and peripherals for the purpose of installation / moves / replacements / etc. Approximately 50 lbs.
• Ability to work on multiple projects and tickets at the same time
• Experience working in a corporate IT environment
• ServiceNow ITSM or similar Service Desk ITSM tool

Minimum Training/Education Required:

• Associates degree in Computer Science, Information Systems or related technical degree
• Minimum of 4 (four) years of experience in System Administration
• Industry related certification

Clearance:

• Ability to obtain/maintain a DoD Secret security clearance

Please Note:  U.S. Citizenship is required for most MTSI positions.

The pay range for this position in Colorado is $56,200/year to $68,300/year; however, base pay offered may vary depending on established government contract rates, job-related knowledge, skills, and experience, and other factors. MTSI also offers a full range of medical, financial, and other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location.

The pay range for this position in Nevada is $53,500/year to $65,000/year; however, base pay offered may vary depending on established government contract rates, job-related knowledge, skills, and experience, and other factors. MTSI also offers a full range of medical, financial, and other benefits, dependent on the position offered.