Senior Systems Administrator

As a Senior Systems Administrator at ManTech, your primary responsibilities include providing top-tier support to VIP customers, handling complex hardware and software issues, and maintaining a robust ticketing system to track incidents and resolutions. You'll also be troubleshooting network connectivity, managing Active Directory accounts, and ensuring an optimal user experience. Your role will require a high level of customer interaction, so outstanding customer service skills are essential.

To qualify for the Senior Systems Administrator position at ManTech, candidates must possess a minimum of five years of related experience in IT, focusing on computer hardware, software, and networking. Strong troubleshooting skills for various IT assets, including desktops and network systems, are crucial. Additionally, candidates must have a current TS/SCI clearance and be well-versed in customer service practices.

Preferred qualifications for the Senior Systems Administrator role at ManTech include proficiency in Solarwinds Web Helpdesk, experience with SharePoint, and supporting Microsoft Office products. Familiarity with contributing to a technical knowledge base will also set you apart as a candidate. The more experience you have under your belt in these areas, the better suited you'll be for this role.

The Senior Systems Administrator at ManTech plays a critical role in supporting exceptional customer service by acting as a liaison for key stakeholders, providing ‘white glove’ support. You will address issues ranging from minor queries to complex technical challenges, ensuring that customers receive thorough and professional support. Communication is vital; thus, you’ll need to keep clients updated on ticket statuses and resolutions to guarantee satisfaction.

In the Senior Systems Administrator position at ManTech, candidates should be prepared for some physical requirements, such as being in a stationary position for more than half of the work time, moving around the office to access equipment, and actively engaging with peers and clients. You will need to frequently communicate and collaborate, including the potential for presentations.

When answering this question, highlight specific examples of network problems you have resolved in past roles, detailing the methods you used to identify and fix these issues. Emphasize your approach to systematic troubleshooting, which could include using diagnostic tools or collaborating with your team.

Discuss your familiarity with ticketing systems, such as Solarwinds, and share anecdotes of how you managed ticket resolutions. Focus on your organizational skills and communication strategies, explaining how you ensured customers received timely updates.

Provide a concrete example of a situation where you went above and beyond for a customer. This can involve resolving a difficult issue that required additional steps or improving customer satisfaction through exceptional communication. Highlight the positive outcome and any feedback received.

Discuss your method for prioritizing support requests based on urgency and impact. You might explain how you assess each ticket's severity or how you balance ongoing tasks with incoming requests effectively.

Mention your experience with documenting solutions for common issues and how you contribute new findings to the knowledge base. Explain how this practice benefits both your team and the end-users by providing quick access to solutions.

Share your approach to professional development, such as attending training sessions, participating in forums, or pursuing certifications. You can also mention any particular areas of technology you are currently exploring or tools you're excited about.

Provide a step-by-step outline of a challenging IT issue you've navigated. Discuss how you gathered information, involved the necessary resources, communicated throughout the process, and the resolution that followed.

Focus on your passion for problem-solving, helping others, and how you enjoy the dynamic nature of the IT field. Mention any specific aspects of being a Senior Systems Administrator that excite you, such as growing your skills or having a direct impact on user satisfaction.

Explain how you share knowledge and train others. You might discuss your use of hands-on training, documentation, and resource sharing. Emphasize how you adapt your approach based on differing knowledge levels of peers or clients.

Discuss your experience managing user accounts, security groups, and permissions in Active Directory. You could give an example of a challenge you've faced with Active Directory and how you resolved it, showcasing both your technical skills and your ability to communicate complex information.