Systems Analyst

About This Role

Providing first-level technical support to end users across the organization is the core of this Systems Analyst role. The position involves troubleshooting and resolving basic hardware, software, and network issues, and escalating more complex problems to higher tiers. It suits a motivated, career and customer-oriented individual.

Responsibilities

• Provide first-level technical support to end users across the organization
• Troubleshoot and resolve basic hardware, software, and network issues, escalating more complex problems to higher tiers
• Log and track incidents and service requests within a ticketing system, ensuring timely resolution and accurate documentation
• Meet Service Level Agreements (SLA) and maintain high levels of customer satisfaction
• Use knowledgebase articles and other resources to efficiently resolve user issues
• Develop problem-solving and interpersonal skills under the guidance of senior and mid-level Technicians
• Assist in user training and self-service initiatives, contributing to a positive user experience

Requirements

• High School Diploma
• One (1) or more years of relevant experience working in a Service Desk or Systems Administration environment
• Fundamental understanding of computer hardware (desktops, laptops, peripherals) and software (Windows OS, common applications)
• Basic understanding of networking concepts (connectivity, TCP/IP)
• Familiarity with common software applications (Microsoft Office Suite, web browsers)

Nice to have:

• Bachelor's degree in information technology, computer science, or a related field
• Experience supporting DoD programs
• Experience in IT service management and ITIL-informed processes
• Knowledge of ITSM tools such as Service Now and Jira
• Experience with a ticketing system (even if in an educational setting) and remote desktop support tools
• Basic experience with Active Directory
• Basic hardware troubleshooting experience

Important Details

• Physical Requirements: Must be able to remain in a stationary position 50%
• Physical Requirements: Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer
• Physical Requirements: Frequently communicates with co-workers, management and customers, which may involve delivering presentations; must be able to exchange accurate information in these situations

Extra Sections

Clearance Requirements

• Must have a current/active Secret clearance
• Must be eligible to obtain and maintain a TS/SCI clearance