ValidaTek, Inc. ยท 2 months ago
IT Service Desk Systems Administrator
Brunswick, GA
Full-time
Onsite
Mid Level
4+ years expValidaTek, Inc. is dedicated to modernizing and optimizing IT services for federal agencies. The IT Service Desk Systems Administrator is responsible for the administration, configuration, and optimization of the IT Service Desk Ticketing System, ensuring reliability and performance while collaborating with various teams to enhance service delivery and user satisfaction.
Information Technology & Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Administer and manage the Ivanti IT Service Management (ITSM) suite, including Service Manager, Voice Server, Asset Manager, and Change Manager
Maintain and configure the ticketing system to support ITIL-aligned processes for Incident, Problem, Request, Asset, and Change Management
Perform system maintenance, upgrades, and patching in coordination with vendor and IT support teams
Configure business rules, workflows, forms, dashboards, and reports to meet operational and reporting requirements
Ensure high system availability, data accuracy, and proper access control for all ITSM modules
Design and manage database schemas, data structures, and relationships within the Ivanti platform to ensure referential integrity and consistent data flow across ITSM components
Monitor and maintain database performance, optimizing queries, indexes, and data storage as needed
Support the integration of Ivanti systems with enterprise directories (e.g., Active Directory), inventory systems, and other IT management platforms
Develop and maintain data models, mappings, and documentation for all ITSM-related databases
Collaborate with the Service Desk Lead and IT leadership to define and refine ticket categorization, prioritization, and escalation workflows
Develop and maintain automated notification and routing rules to enhance response and resolution times
Monitor system utilization and incident trends to identify opportunities for workflow improvement or automation
Design and generate custom reports and dashboards to track Service Desk performance metrics such as ticket volume, resolution time, SLA compliance, and customer satisfaction
Provide executive-level summaries and trend analyses to support data-driven decision-making
Maintain audit logs, historical data, and documentation to support compliance and performance reporting requirements
Coordinate with IT managers, developers, and engineers to implement approved changes in the ITSM environment
Review and process Change Requests in alignment with governance standards and Infrastructure Change Control Board (ICCB) processes
Collaborate with vendors and internal teams to troubleshoot technical issues, perform root cause analyses, and implement sustainable solutions
Participate in Service Desk strategy and improvement initiatives to align IT operations with organizational goals
Qualification
Required
At least 4 years of ticketing system management experience in a large IT services environment
Certified in the administration and management of the FLETC IT Service Desk system, or equivalent verifiable hands-on experience
Extensive experience in database design and administration, including creating data schemas and structures with strong referential integrity
Proficiency in the administration, configuration, and optimization of: Ivanti Service Manager (ISM), Ivanti Voice Server, Ivanti Asset Manager, Ivanti Change Manager
Strong understanding of ITIL-based Service Management processes and how they are implemented in ITSM platforms
Experience managing system configurations, workflows, and data migrations in a multi-tier ITSM environment
Must be able to pass the DHS law enforcement background check
Preferred
Bachelor's degree in Information Technology, Computer Science, or related field
Professional certifications such as: ITIL Foundation or Intermediate Certification, HDI Support Center Analyst / Manager, Ivanti Certified Administrator or Engineer
Experience supporting federal or DoD IT environments, especially involving multi-site or distributed Service Desk operations
Company
ValidaTek, Inc.
ValidaTek is a premier government IT consulting firm based in the Washington DC area that drives technology transformation and secures mission-critical systems for our federal partners.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Peter Shortsleeves, CPA, MBA, CPCM
Chief Financial Officer
Said Rachidi
Chief Operating Officer
Company data provided by crunchbase