Systems Administrator

Washington, DC


At Criterion Systems, we developed a different kind of business—a company whose real value is a reputation for excellence built upon the collective skills, talents, perspectives, and backgrounds of its people. By accepting a position with Criterion Systems, you will join a group of professionals with a collaborative mindset where we share ideas and foster professional development to accomplish our goals. In addition to our great culture, we also offer competitive compensation and benefit packages, company-sponsored team building events, and advancement opportunities. To find out more about how Criterion can help you take your career to the next level please visit our website: www.criterion-sys.com.

The Office of Enterprise Solutions and Services (OESS) team at the Department of Commerce provides ongoing operation and maintenance of HCHBNet and work to enhance the overall service delivery model for the IT infrastructure. OESS operates the computer and telecommunications network and security infrastructure at the Herbert C. Hoover building (HCHB) in Washington, DC and it’s satellite locations around the country. The HCHB network infrastructure (HCHBNet) provides data, voice, WiFi/wireless, and emergency broadcast services to several Operating Units that reside within DOC headquarters. Criterion also provides service desk support for the DOC/Office of the Secretary and three other OUs, including Economic Development Administration (EDA), Economic and Statistics Administration (ESA) and Minority Business Development Administration (MBDA).
 

The System Administrator is responsible for providing first level and second level ITSD support to customers in the Herbert C. Hoover Building location. We are looking for a customer service-oriented IT professional responsible for providing end user support and software, hardware, and network assistance onsite for our onsite and remote customers. The qualified person will rely on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Level I, II and III (when possible) Help Desk tickets. Documents, tracks and monitors the problem to ensure a timely resolution. Can work independently as well as in a group. 

Requirements

  • Background in a Help Desk environment tiers 1 & 2. At least 2-years’ experience in a customer service and technical role 
  • Understanding of Incident, Change, and Problem Management and ability to follow processes, procedure standards, and methodologies 
  • Working knowledge of IT Infrastructure, Business Applications, and Help Desk technology 
  • Working knowledge of Active Directory and related user management tasks 
  • Experience with TCP/IP networking and a basic understanding of security concepts 
  • Working knowledge of Office 365 and Exchange Servers 
  • Knowledge in MDM (Mobile Device Management) product 
  • Experience in implementing and supporting third-party applications 
  • Obtain at least one of the following certifications: MCSE, CCNA, CCNP, or Security + 
  • Ability to obtain a Public Trust Clearance 

TIER 1 SUPPORT

  • Conduct initial triage and assign and escalate to other IT support organizations as appropriate 
  • Continuously monitor the ITSD email queue for new requests  
  • Provide a ITSD support structure that allows for escalation of incidents based on expertise required for resolution and urgency 
  • Log and track requests in the IMS for IT components and services and deliver approved IT components. Monitor processes that coordinate delivery of IT assets directly to customers and office equipment custodians. Ensure User in/out processing is factored into the process. 
  • Answer customer telephone calls in the order they are received and emails requests to the ITSD in accordance with the applicable SLAs during normal working hours (NWH). 
  • Monitor all channels of incoming requests (emails, voicemails, submissions through the self-service portal)  
  • Log incidents and service requests into the IMS and Track incidents from first report to remediation and closure. 
  • Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery whenever possible. Use remote control tools to assist and resolve customer incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved  
  • Communicate system outages in accordance with established SOPs to appropriate DOC points of contacts and Users  
  • Follow-up on resolved Incidents to check quality, get customer concurrence of Incident closure, and to report customer satisfaction  
  • Work with Operational teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages, and submitted in writing to DOC management  
  • Establish and maintain and update information in the Known Error Database using existing material for reference; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future Incidents  
  • Address any after-hours requests the next business day when NWH resume 
  • Monitor critical events that come to the ITSD via any means, such as the network monitoring systems, phone call, e-mail, etc. These events could be associated with issues such as data spills or loss of data, customer unsatisfactory responses, and others determined to require immediate assistance and potential intervention. 
  • Update tickets by adding work log information as required by the applicable SLAs  
  • Coordinate resolution with other internal and external teams, as appropriate  
  • Provide advice and guidance to the Users regarding restoration of interrupted service  
  • Verify ticket resolution with the User  
  • Ensure that not ticket is closed without concurrence from the User and that the reported issue has, in fact, been fully resolved and that the service has been restored. When an issue is resolved, the Contractor shall change status of the ticket to “Resolved”. 
  • Continuously review Incident data as well as other sources of information to identify trends that may lead to discovery of a common cause of incoming Incidents. When such a cause is determined, the Contractor shall create a Problem ticket and link all related Incident tickets to it.   Upon resolution of the Problem ticket, the Contractor shall update all related Incident tickets. 
  • Log Service Requests into the IMS. Ensure that all Service Requests are promptly and accurately documented so that up-to-date information is available at all times  
  • Follow-up on completed requests to check quality, get customer concurrence of request closure, and to report customer satisfaction  
  • Establish (or update existing ones) and maintain laptops and other portable IT equipment to be checked out by users for short-term assignments. Track status and whereabouts of all checked-out equipment and ensure checked-out equipment is returned on time. Loaner equipment should be secured and locked when not in use  
  • Serve as the ticket “owner” of the resolution process from the initial contact with the Users to resolution of the Incident, Problem and Service Requests.  
  • Notify Users about planned maintenance windows and outages via user Broadcast emails.  

TIER 2 SUPPORT

  • Conduct desk side visit with customers (with government approval) to resolve issues that cannot be addressed remotely. 
  • Repair and replace desktop/laptop hardware and parts where applicable. 
  • Install image, download drivers and application latest version and patches on desktops/laptops. 
  • Troubleshoot and resolve Windows Office applications. 
  • Perform regular file archival and purge as necessary. 
  • Create, change, and delete user accounts per request. 
  • Perform hardware maintenance on equipment that is maintained in-house 
  • Configure, install, and troubleshoot DOC-approved laptops, desktops, phones, tablets, network-connected multi-function devices, and other office IT equipment 
  • Configure, install, and troubleshoot DOC-approved software elements including the operating system (OS) 
  • Escalate hardware repair/replacement issues to DOC-contracted hardware vendors 
  • Ensure all portable IT equipment is current and ready for immediate deployment always  
  • Support international travel program (includes device scanning, laptop wiping, and issuing of devices). 
  • Create weekly activities report 
  • Create Standard Operating Procedures (SOPs), Detailed Design Document or relevant documentation such as project plan, schedule, etc. related to the projects with which the contractor is working on. 

REQUIRED EDUCATION

  • Two (2) or Four (4) year degree in computer science or security-related field or equivalent work experience required 
  • Currently working toward a degree in the IT or Security fields 

REQUIRED EXPERIENCE

  • IT Helpdesk: 2+ years

PREFERRED EXPERIENCE

  • System Administration: 1+ years 
  • Network Administration: 1+ years

PREFERRED CERTIFICATIONS

  • CompTIA - A+ / Network+ / Security+ / CSA+ 
  • Cisco CCNA 

Criterion Systems is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit https://criterion-sys.com/careers.


Benefits

Health

Criterion offers comprehensive health benefits including medical, dental, vision, life and disability insurance. Most of our plans are available at no cost for employee only coverage.

Time Off

Employees begin accruing PTO at 15 days per year and acquire more based on seniority. In addition to PTO, Criterion provides 10 holidays and bereavement, military, jury duty, and family medical leave.

Financial

  • Roth and Traditional 401(k) Plans with company matching contributions
  • Health Care and Dependent Care Flexible Spending Accounts
  • Health Savings Accounts
  • Commuter Benefits

Educational

All employees are eligible to use up to $3,000 annually for approved professional development, including trainings, memberships, seminars, and degree programs.

Employee Testimonials

Pets of Criterion

We love our furry friends!

Equal Employment Opportunity and Affirmative Action Employer

Criterion Systems, Inc. is committed to equal employment opportunity and non-discrimination at all levels of our organization. We believe in treating all applicants and employees fairly and make decisions without regard to an individual’s protected status: race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/parental status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any other protected status.

Know Your Rights

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act | Equal Employment Opportunity | Employee Polygraph Protection Act. Criterion participates in E-Verify. Review Right to Work information.

Need an Accommodation?

Criterion is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for a position with Criterion and need special assistance or an accommodation to apply, please send an email with your request to recruiting@criterion-sys.com or call us at 703-942-5800. Determination on requests for reasonable accommodation are made on a case-by-case basis.