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The Systems Administrator position provides technical support, including maintenance and security of the computer desktop and cloud environments, by understanding and analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the USRA IT Helpdesk. Tasks include level 1, 2, and 3 support.

This position will be part of a team supporting USRA’s physical IT infrastructure, data, and managed assets (desktops, laptops, mobile devices, and videoconferencing equipment), cloud-hosted platforms and capabilities (O365, IaaS), and cybersecurity systems and response. The position will also support USRA’s ongoing compliance with all IT system regulatory requirements, including NIST SP800-171 and CMMC. This position may require independent work, sharing information, and assisting others with work orders. This position is located onsite at the USRA Houston office location and has the potential for remote work upon approval.

Essential Duties/Responsibilities:

+ Provide helpdesk support and resolve problems to the end user’s satisfaction.

+ Monitor and respond quickly and effectively to requests received through the IT Helpdesk “ticketing” system.

+ Monitor the IT Helpdesk “ticketing” system for tickets assigned to the queue and process first-in, first-out based on priority and request type.

+ Modify configurations, utilities, software default settings, etc., for local workstations.

+ Utilize and maintain the helpdesk tracking software, Jira.

+ Propose ongoing improvements to support processes and documents current and new procedures.

+ Support IT compliance objectives for NIST SP800-171 and CMMC through the proper configuration and management of technical controls, policy support, control evidence, and remediation activities

+ Perform root cause analysis (RCA), develop checklists for typical problems, and recommend procedures and controls for problem prevention.

+ Independently lead small improvement projects and support larger enterprise initiatives following the standard USRA project delivery process

+ Provide technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals.

+ Support USRA’s physical infrastructure (desktops, laptops, mobile devices, and videoconferencing equipment), cloud platforms (O365 and IaaS), and Cyber Security Platforms (CMMC, NIST 800-171).

+ Responsible for responding to, documenting, and resolving service tickets in a timely manner according to the Service Level Agreement (SLA).

+ As directed and per process, assist with onboarding and offboarding of users such as account creation in Active Directory and O365, Mac/PC setup, and deployment for new employees using standard hardware, images, and software.

+ Support and troubleshoot O365 Hybrid Tenant configuration and users (Exchange, MFA, Azure AD, SharePoint, Teams, OneDrive)

+ As directed, install, test, and configure new workstations, peripheral equipment, and software.

+ Per the process, maintain inventory of all equipment, software, and software licenses.

+ As directed, assign users and computers to proper groups in Active Directory

+ As directed, perform timely workstation hardware and software upgrades as required.

+ Maintain CMMC monthly evidence requirements and mitigate any vulnerabilities and gaps in security.

+ As directed, enter PR’s and POs for procurement or renewal of hardware and software.

+ Support a timely and appropriate response to security incidents, including response team obligations.

Education

+ Associate’s degree in computer science or a related field

Experience:

+ 4 years of supporting 250+ users in a networked and cloud environment

+ 2+ years of supporting O365 Cloud Tenants

+ 2+ years of systems administration in cloud and networked environments

Citizenship:

This role requires U.S. Citizenship (note: ITAR CUI compliance requirements).

Knowledge, Skills & Abilities:

+ Must have excellent problem-solving skills to diagnose, evaluate, and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

+ Ability to work extended hours and weekends as necessary.

+ Excellent Customer Service and ability to work in high-pressure situations.

+ Experience in troubleshooting computer hardware and software systems

Technology:

+ REQUIRED: Hands-on experience working in an end-user desktop support role or computer operations environment

+ REQUIRED: Proficiency in Microsoft Office (O365) and its applications

+ REQUIRED: Installation, maintenance, and troubleshooting of Windows OS

+ REQUIRED: Installation, maintenance, and troubleshooting of macOS

+ REQUIRED: GoToAssist Remote Support

+ REQUIRED: Working knowledge of Active Directory account creation and Exchange Mailbox creation in an Office 365/Exchange Hybrid environment

+ REQUIRED: Patch management

+ REQUIRED: Advanced printer / peripheral device troubleshooting such as HP, Dell, IBM, Lenovo

+ REQUIRED: Mobile Device Management / Remote support for handheld smartphones and tablets

+ PREFERRED: Jira Service Management

+ PREFERRED: SIEM Technologies and EDR Technologies

+ PREFERRED: Knowledge of troubleshooting network connections with some understanding of basic networking concepts (DHCP, LAN, WAN, VPN)

+ PREFERRED: Experience with CMMC

+ PREFERRED: Familiarity with NIST 800-171 technical controls and network and data security concepts including but not limited to concepts such as physical and logical separation; access controls; secure remote connectivity, and encryption.

Working Conditions:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers. This is largely a sedentary role. This role requires the ability to lift up to 50 lbs. if necessary.

Applicants should apply to the posting at USRA Careers (https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=f03960f2-20cd-4828-9ae5-415eefc7072e&ccId=19000101\_000001&lang=en\_US)  and include a letter of interest, resume, or curriculum vitae. Additional information on USRA can be found at  http://www.usra.edu .

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