DSS PMD Systems Administrator

Mission:

A DSS Private Mobile Diplomacy (PMD) Systems Administrator provides technical support focused on the configuration, deployment, asset accountability, and maintenance of PMD devices for Department of State customers. Working almost exclusively with senior leadership and designated VIPs, the technician manages ServiceNow requests, prepares and deploys equipment, maintains accurate asset records, and resolves hardware and software issues. This position requires professionalism, discretion, and personalized service that minimizes disruption to executive operations. Travel may be required approximately 10–25% of the time.

Duties and Responsibilities:

• Configure, test, deploy, and maintain PMD devices, applications, and associated peripheral equipment.
• Provide responsive, personalized technical support to VIP customers and their support staff.
• Coordinate device deployments, replacements, maintenance, and returns around customer schedules and operational requirements.
• Maintain accurate asset records, including device assignments, inventory, deployment status, transfers, and returns.
• Perform systems administration, troubleshooting, and operational duties in response to customer requests and outages.
• Install, configure, support, and troubleshoot commercial off-the-shelf (COTS), government off-the-shelf (GOTS), and custom-designed applications.
• Analyze, evaluate, and test hardware and software to resolve customer-reported issues.
• Monitor device readiness and compliance, coordinate required updates, and follow up on devices requiring maintenance or return.
• Mitigate identified security issues in accordance with Department policies and procedures.
• Research and troubleshoot issues, document actions in ServiceNow, and escalate fully documented tickets when additional assistance is required.
• Coordinate across support organizations and track escalations through resolution, keeping customers informed of progress.
• Prepare and maintain activity, deployment, inventory, and progress reports.
• Identify opportunities to improve device preparation, deployment, asset accountability, and customer support.
• Meet program service level agreements (SLAs) while responding appropriately to mission-critical requirements.
• Provide personalized, one-on-one and small-group training on PMD devices, applications, and proper equipment use.
• Install, configure, and troubleshoot peripheral devices, including cameras, headsets, scanners, printers, and smartcard readers.
• Conduct diagnostic troubleshooting and coordinate repairs or equipment replacements.
• Travel approximately 10–25% of the time to support PMD deployments, maintenance, and customer requirements.
• Handle sensitive customer information and executive support matters with discretion.

Desired Skills or Experience:

• Strong customer service and written and verbal communication skills.
• Excellent interpersonal skills, including the ability to listen, understand customer concerns, and explain technical issues clearly.
• Experience supporting executives, senior government officials, or other VIP customers preferred.
• Experience configuring, deploying, maintaining, and tracking IT equipment.
• Working knowledge of asset accountability and inventory management practices.
• Working knowledge of ServiceNow, including creating, updating, tracking, and closing tickets.
• Experience providing Tier 1 and Tier 2 hardware and software support.
• Excellent attention to detail, organizational skills, and follow-through.
• Ability to prioritize competing requests and work independently at customer locations.
• Strong working knowledge of desktop technologies and terminology.
• One year of related experience required; five years preferred.

Education and Clearance:

• Associate’s degree or equivalent experience.
• Must be a U.S. citizen and eligible to obtain a security clearance; an active Secret clearance or higher is preferred.
• One or more industry-standard certifications, such as A+, Security+, or Network+.

Physical Requirements:

• Ability to lift and move up to 30 pounds of equipment.

Travel Requirements:

• Approximately 10–25% travel, based on mission and customer requirements.

Work Location: Washington, D.C.

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