BMC Track-It! Administrator, Service Desk

BMC Track-It! Administrator, Service Desk Kapstone Technologies, Inc. Washington, DC Job Details Full-time $52.88 - $55.28 an hour 10 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Performance dashboard reports Dashboard development System administration IT service management Bachelor's degree Customer support ticket management Data analytics

Information Technology Full Job Description Note:

Possible contract opportunity to begin June 1 - Must pass a background check Job Description and Summary The BMC Track-It! Administrator is responsible for administration, customization, maintenance, and optimization of the Service Desk ticketing platform. This role ensures system reliability, reporting accuracy, workflow efficiency, and alignment with SLA and PRS requirements. Principal Duties and Responsibilities

• Administer and maintain the BMC Track-It! ticketing system
• Configure workflows, categories, automation, dashboards, and user interfaces
• Develop and deliver SLA, PRS, operational, and ad-hoc reports
• Support system upgrades, maintenance, and vendor coordination
• Troubleshoot system issues and implement approved enhancements
• Configure and maintain the Self-Service Portal (Tier 0 support)
• Develop and maintain ticketing system documentation and processes
• Support data extraction for audits, metrics, and management reviews
• Ensure data accuracy, reporting consistency, and system performance

Qualifications and Skills Mandatory:

• Bachelor's degree in IT, Information Systems, or related field (or equivalent experience)
• Minimum 5 years of Service Desk system administration experience
• Minimum 2 years of hands-on experience administering BMC Track-It!
• Experience supporting SLA-driven ITSM environments
• Strong reporting, dashboarding, and data analysis skills

Desired:

• Experience with ITIL-aligned ticketing processes
• Experience integrating ticketing data with asset systems (e.

g., Maximo)

Pay:

$52.88 - $55.28 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance Ability to

Commute:

Washington, DC 20002 (Preferred)

Work Location:

In person