Saas System Administrator 1 - Remote

About M.C. Dean

M.C. Dean is Building Intelligence. We design, build, operate, and maintain cyber-physical solutions for the nation's most mission-critical facilities, secure environments, complex infrastructure, and global enterprises. With over 7,000 employees, our capabilities span electrical, electronic security, telecommunications, life safety, automation and controls, audiovisual, and IT systems. Headquarters in Tysons, Virginia, M.C. Dean delivers resilient, secure, and innovative power and technology solutions through engineering expertise and smart systems integration.

Why Join Us?

Our people are passionate about engineering innovation that improves lives and drives impactful change. Guided by our core values-agility, expertise, and trust-we foster a collaborative and forward-thinking work environment. At M.C. Dean, we are committed to building the next generation of technical leaders in electrical, engineering, and cybersecurity industries.

We are seeking a detail-oriented SaaS System Administrator with a strong background in service ticketing, triage, and end-user support to join our Security and Electronic Systems (SES) business unit. As part of the SES Strategic Business Unit, you will be part of a team that manages, optimizes, and requests new features within our cloud-based SaaS for life cycle management of intrusion detection, access control, biometric authentication, video surveillance, audio visual, IT systems, perimeter defense and command/control systems for federal, local, and commercial customers in High Growth Markets. This role involves daily system administration of our SaaS platform and overseeing ticket resolution, incident tracking, and system-related communications. Ideal candidates will be highly organized, customer-focused, and capable of working in a fast-paced environment.

Key Responsibilities:

1. SaaS Platform Administration

• Administer and monitor cloud-based SaaS platforms, ensuring uptime, configuration accuracy, and compliance.
• Manage user access, permissions, and application settings.
• Ensure system health and reliability through proactive checks and alerts.

1. Ticketing and Incident Management

• Serve as the primary point of contact for technical support issues and requests.
• Monitor, triage, and resolve service desk tickets in a timely manner.
• Escalate complex incidents to appropriate technical teams and follow through on resolution.

1. User Support and Documentation

• Provide Tier 1 and Tier 2 support to end users regarding system access, performance, and general usage.
• Develop and maintain knowledge base articles, how-to guides, and internal support documentation.
• Deliver training or onboarding support for users as needed.

Key Requirements:

• Education:
  • BS degree and 0+ Years of progressive experience or
  • HS Diploma or Equivalent and 4+ Years of progressive experience
• Requires some system administrator experience in performing triage on system problems, resolving system problems, analyzing system data to prevent problems, implementing new workstations, and system extensions.

• Familiarity with ITIL frameworks and best practices for incident management and support.

• Experience using ticketing tools such as ServiceNow, Jira Service Management, Zendesk, or similar.

• Excellent troubleshooting skills and customer service orientation.

Preferred Experience:

• Experience administering platforms like Salesforce, ServiceNow, Atlassian (Jira/Confluence), Microsoft 365, Okta, or Workday.
• Understanding of SLAs and KPIs for IT service delivery.
• Familiarity with SaaS-based monitoring or reporting tools.
• Experience with Infrastructure as Code (IaC) or configuration management tools (e.g., Terraform, Ansible).

Certifications (Preferred)

While not all are mandatory, the following certifications are highly desirable:

• ITIL Foundation Certification (strongly preferred)- CompTIA A+ or Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• HDI Support Center Analyst or equivalent IT support certification

What we offer:

• A collaborative team inspired by the way engineering and innovation enhance customer outcomes, improve lives, and change the world for the better. We are driven by our core values of agility, expertise, and trust.
• An opportunity to lead and build a business with the support of an industry-leading firm that has been in business for 75 years.
• Investment in your skills and expertise through a combination of professional and technical training programs, including leadership training and tuition reimbursement.
• Open and transparent communication with senior leadership as well as local office management.

Abilities:

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time.
• Reach by extending hands or arms in any direction.
• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
• Listen to and understand information and ideas presented through spoken words and sentences.
• Communicate information and ideas in speaking so others will understand.
• Read and understand information and ideas presented in writing.
• Apply general rules to specific problems to produce answers that make sense.
• Identify and understand the speech of another person.