System Administrator/Software Analyst

Join our dynamic team in a key role that combines system administration and software analysis. Based in St. Louis, MO, this position offers a hybrid remote working environment, providing flexibility while contributing to critical security operations.

Key Responsibilities:

• Technical Support & Troubleshooting: Respond promptly to user inquiries, diagnosing and resolving hardware, software, and network issues to ensure seamless operational continuity.
• Root Cause Analysis: Utilize diagnostic tools and problem-solving skills to identify underlying issues and implement effective solutions, minimizing downtime.
• Support Ticket Management: Serve as the primary point of contact for users, accurately documenting and tracking all support requests within the trouble ticketing system. Escalate complex or recurring problems to Tier 3 support as needed.
• System Maintenance & Documentation: Install, configure, and maintain software and hardware components. Develop and update internal procedures, FAQs, and system documentation to enhance team knowledge and efficiency.
• User Communications & Training: Guide users through systems and product functionalities, providing follow-up support to ensure issues are resolved and users are confident in system usage.

Qualifications & Skills:

• Security Clearance: Must hold a minimum of Public Trust clearance; Secret clearance preferred.
• Experience: 5-8 years of relevant experience or equivalent training and skills.
• Technical Skills:
  • Proficiency with Windows operating systems and Microsoft Office Suite (Outlook, Teams, OneDrive).
  • Strong knowledge of troubleshooting Adobe software issues and Microsoft applications.
  • Experience with EDMS, Active Directory, and SharePoint.
  • Familiarity with ServiceNow (SNOW) or similar ticketing systems is a plus.
• Problem-Solving & Communication: Excellent verbal and written communication skills, capable of explaining complex technical issues to non-technical users. Patience and empathy are essential for delivering exceptional customer service.
• Organizational Skills: Ability to prioritize, multitask, and handle multiple support requests simultaneously while meeting SLAs.
• Work Style: Self-motivated, able to work independently or collaboratively within a team.

Preferred Skills:

• Experience with incident management and support tools such as SNOW.
• Knowledge of additional security protocols and IT best practices.

Publishing Pay Range: $42.00 – $45.00  Hourly