Systems Analyst I (Active Secret Clearance - Tier 1/2 Help Desk Support)

Job Summary:

The qualified individual should have an open mind and be willing to perform any reasonable IT task that falls within the scope of the contract provided they have the ability to do so. They will be willing to engage in the on-the-job training to learn new skills.

The System Analyst I will be responsible for assisting customer end-users in a variety of issues, to include troubleshooting and resolving computer and access problems (e.g., resetting passwords, etc.) at the customer location. They will manage and support walk-ins as well as requests via the ticketing system. Troubleshooting support could include remoting into virtual computers in order to work through the issue. This individual will report to the IT Manager and take direct guidance regarding recurring and ad-hoc tasks.

Additional support could include:

• Collecting and compiling data for reports.

• Researching issues and/or technologies in order to assist in the identification of feasible solution alternatives to meet customer objectives,

• Troubleshooting files, printers, network access, or other peripheral issues; and,

• Providing backup support for any IT function that falls under the team’s purview.

Job Responsibilities:

• Performs basic technical support to staff and customers by testing software and hardware products, maintains software documentation, responds and follows-up on internal and external customer support problems.

• Provides support to end users for either PC, server, or mainframe applications and hardware. problem solving and assistance on various software applications and hardware systems for the Special Operations Special Projects Sections and Supporting units.

• Provide individual instruction and/or training to users on new or updated technologies. May train other staff employees.

• Performs routine technical assistance and maintenance duties.

• Maintains and updates record keeping system; may document projects and maintain user instructions.

• Assists with tracking inventory levels of equipment and materials; performs data entry and maintenance of records such as, but not limited to, project documents, user instructions, general reports and/or systems errors.

• Performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts.

• Assists with the implementation of technology projects with moderate scope and impact.

• Assists with the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices.

• Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.

• Functional familiarity with application knowledge and experience with MySQL, Oracle, PostgreSQL, MS SQL, MongoDB, Redis and Elasticsearch

• Performs miscellaneous job-related duties as assigned.

Minimum Qualifications:

• High School diploma

• Three (3) years of experience in the use of applications on medium to large computers

• Two (2) years of help desk and/or system administration experience

• Excellent customer service

• Minimal direction required to meet job expectations.

• Demonstrated ability to self-motivate and proactively seek solutions to problems or resolve roadblocks.

• Experience troubleshooting user’s computer issues.

• Experience with Microsoft Office Word, Excel and Outlook

• Experience troubleshooting Windows 10 operating system.

• Experience managing users and computers with Active Directory

• Strong communication skills (verbal and written)

• Professional demeanor and ability to effectively engage with senior level managers.

• Certifications: A , Security

• Clearance: Active DOD Secret clearance