Job Description

COMSO, Inc. is a powerhouse when it comes to empowering federal government stakeholders to fulfill their mission with confidence and efficiency. Our staff brings knowledgeable IT systems expertise, software development proficiency, innovative learning solutions for workforce development, and exceptional operations and production support. We were founded in 1988, and remain a recognized woman owned small business, operating in several states including Maryland, Georgia, Hawaii, Texas, and Alaska. We are honored to be recognized as a Top Workplace for eight years running by the Baltimore Sun Media Group.

**SECURITY CLEARANCE IS REQUIRED: TS/SCI w/ POLYGRAPH BEFORE CONSIDERATION**

Qualifications:

• Five (5) years’ experience as a System Administrator (SA) in programs and contracts of similar scope, type, and complexity.
• Five (5) additional years of System Administrator experience can be substituted for a Bachelors degree

Certifications Required:

• IAT Level 1 (A+ or Network+)

SHIFTS AVAILABLE:

• May include work on holidays when required
• M-F, 12PM-10PM
• F-M, 6AM-4PM

Core Responsibilities:

• Respond to user inquires via phone, email, chat or ticketing systems
• Log and track support requests using help desk ticketing system
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity
• Provide step by step guidance to users for troubleshooting common IT problems
• Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary

Technical Support Tasks:

• Install, configure and update software on user devices
• Assist with password resets, account locks, and access issues
• Support basic printer, scanner, and peripheral troubleshooting
• Help maintain inventory of IT assets (laptops, monitors, or accessories)

Documentation & Reporting:

• Document and report solutions and procedures for recurring issues for leadership review
• Maintain and report accurate records/tickets of support interactions and resolutions
• Contribute to knowledge base articles for peers and users to assist at arriving at self-service solutions
• Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken,

Customer Service & Communication:

• Maintain a professional and empathetic tone when dealing with users and co-workers
• Communicate technical information clearly to non-technical users
• Document and provide updates on ticket status and possible resolutions
• Actively participate in team environment assisting co-workers when needed

Compliance & Security:

• Ensure adherence to all IT and departmental policies and procedures
• Report potential security incidents or breaches to appropriate teams or team leaders

Benefits

• 100% company-paid Medical deductible w/ low premiums, Dental, Vision
• Flexible Spending Account (FSA)
• Short-term & Long-term Disability
• 401K: 6% dollar-for-dollar match (vested immediately)
• Parental Leave (same amount of time for mother & father)
• Paid Time Off
• 11 Federal Holidays
• Birthday Holiday
• 2-week fully paid Sabbatical every 5 years
• Emergency Facility Closure Days

Salary: $75,000 - $85,000

COMSO, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or protected Veteran status.