Enterprise Systems Analyst III w/Active TS/SCI

Job opening ID

Posting title
Enterprise Systems Analyst III w/Active TS/SCI

Roles and responsibilities
US Citizenship and an active TS/SCI & Polygraph Eligible is required to be considered for this position
Estimated duration of 18 months with the potential for extension or conversion.
W2 with full benefits
Customer and contract specific training will be required and provided.
Labor Category: Enterprise Systems Analyst III

Job Description:
Support includes problem recognition, research, isolation, resolution and follow-up steps. Interaction with specialized support (Sys Admins, Computer Engineers, etc.) to identify and correct problems. Documents, simulates or recreates user problems to resolve operating difficulties. Assist in configuration management and control processes.

Key focus will be to recognize initial problems, quickly determine appropriate resolution or escalate incidents while using customer service techniques to ensure team success. Including the following:
• Assist in maintaining Tech Center communication systems (examples; JIRA, skype, confluence, slack, e-mail) by reading, opening/documenting
information into tracking tickets and escalating to proper section personnel when necessary
• Administer various configuration management processes & workflows
• Provide user administration and guidance on supported applications
• Escalate user rights issues and employee setup issues to specialized support
• Document all calls in ticketing systems
• Support customer inbound requests through phone, in-person, field out-calls, self-service and other channels used by the Tech Center
• Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity
• Discern when issues cannot be resolved within a certain timeframe and escalate the incidents to appropriate section personnel
• Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers.

Required Skills:
• The candidate must be a citizen of the United States of America
• Candidate must have a minimum of a Top Secret/SCI clearance
• A United States Government administered polygraph examination will be given to the selected candidate; he/she must pass it to maintain employment in this position
• Offer contingent on ability to successfully pass a background check and drug screen
• Bachelor’s Degree in a related field or 6 years of related work experience in government/military organization
• 3+ years of CIO/IT Portfolio administration, application administration and/or IT troubleshooting
• Experience with Windows, Linux/Unix, virtual machine and cloud environments
• Application support experience
• Current IAT Level II/III, IAM Level I/II/III 8140 Cyber Workforce Management Certification (examples: Security+, CASP, Cloud+, CASP, CISSP)
• Availability to work non-standard hours; early hours, after hours; weeknights, weekends as needed
• Available to work on-site, in a team environment of internal and external coworkers
• In-scope Top Secret clearance w/ability to be SCI briefed on first workday
• Must be willing to submit to a CI polygraph

Desired Skills:
• In-scope Top Secret clearance w/ability to be SCI briefed on first workday
• Current Counter-Intelligence (CI) Poly highly desired
• Telephone management and troubleshooting skills
• IT Service Management suite familiarity

Number of positions