Helpdesk Analyst / Systems Administrator

Description:

Work Location: Remote (CONUS Only)
Clearance Requirement: Active Secret Clearance
Certification Requirement: CompTIA Security+

Salary Range: $80K - $110K

The Helpdesk Analyst / Systems Administrator provides Tier II application support and system administration for an externally facing cloud hosted application environment. This role operates within a small technical team and serves as the primary technical contact for user support requests while maintaining application stability and system functionality.

The position requires strong troubleshooting abilities, working knowledge of system administration practices, and the ability to diagnose and resolve issues related to permissions, databases, application configuration, and user access. While software development changes are handled by the development team, the analyst prepares detailed technical tickets for development work and may assist with minor scripting or enhancement tasks as operational workload permits.

The role requires collaboration with development, cybersecurity, and product teams to maintain secure and reliable application operations within a cloud-based environment.

Requirements:

Application Support & Helpdesk Operations

• Serve as the primary point of contact for application support requests and technical helpdesk inquiries.
• Troubleshoot and resolve application functionality issues, access problems, and user account requests.
• Diagnose system issues using application logs, monitoring tools, and system diagnostics.

System Administration

• Perform system administration tasks including:
  • User account creation and management
  • Permission and role adjustments
  • Certificate troubleshooting
  • Environment configuration updates
• Conduct database updates and operational maintenance tasks in accordance with established procedures.

Incident Resolution & Troubleshooting

• Investigate technical incidents and perform root cause analysis.
• Implement corrective actions to restore application availability and functionality.
• Escalate complex issues to development teams when code changes are required.

Development Coordination

• Create clear, detailed, and technically accurate tickets for development teams.
• Document issue reproduction steps, logs, and system impacts to facilitate efficient resolution.
• Assist with minor scripting or enhancement tasks when operational workload allows.

Documentation & Process Improvement

• Document support procedures, troubleshooting steps, and resolution processes.
• Maintain knowledge base articles and support documentation.
• Contribute to improved operational processes and support workflows.

Collaboration

• Coordinate with development, security, DevOps, and product teams to maintain application performance and reliability.
• Support operational compliance with security and configuration management requirements.

Required Qualifications

• US Citizenship required
• Active Secret Security Clearance
• CompTIA Security+ certification
• Minimum of 2–4 years of experience in helpdesk, IT support, or system administration roles
• Demonstrated experience performing routine support activities including:
  • Database updates
  • Permission management
  • Account provisioning
  • Certificate troubleshooting
  • Application configuration updates
• Strong troubleshooting and technical problem solving skills
• Experience working with ticketing systems and documenting technical resolutions
• Experience reviewing application logs and monitoring tools for issue diagnosis
• Ability to work independently while supporting operational support environments including potential travel to client or GXM locations at times

Desired Qualifications

• Experience with Python, PowerShell, or other scripting languages
• Familiarity with software development workflows including Git, branching strategies, and code review processes
• Basic understanding of APIs and application integration
• Exposure to cloud environments such as AWS or Azure
• Experience supporting product or application support teams

Equal Employment Opportunity / Legal Disclaimer

GXM Technologies LLC is an Equal Opportunity Employer and participates in E-Verify to confirm employment eligibility. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other legally protected status. GXM Technologies LLC provides reasonable accommodations in accordance with applicable law. This job description is not intended to be a complete list of duties and responsibilities, which may change at any time with or without notice. Employment is at-will where permitted by law, meaning either the employee or the Company may terminate employment at any time, with or without cause or notice, subject to applicable legal requirements.