Computer Systems Analyst I

About the role

The Computer Systems Analyst I supports the Department of the Air Force Enterprise Information Technology as a Service program. This role provides first-contact technical support for Airmen, Guardians, and authorized users across the enterprise.

Responsibilities

• Receive, document, troubleshoot, resolve, and escalate incidents while maintaining accurate records and a professional customer experience.
• Provide technical support for user accounts, endpoints, Microsoft operating systems, Microsoft 365 applications, approved Department of the Air Force software, network connectivity, and common enterprise services.
• Document incidents and service requests in ServiceNow, including troubleshooting steps, actions taken, resolution details, and required escalation information.
• Apply approved troubleshooting procedures, knowledge articles, scripts, and diagnostic tools to resolve issues at the lowest appropriate support level.
• Maintain ownership of assigned tickets through resolution or proper transfer, while meeting established service-level, quality, first-contact resolution, and customer-service expectations.
• Use remote support tools and approved administrative resources to investigate and resolve end-user issues.
• Create, update, and recommend knowledge base content when recurring issues or process gaps are identified.
• Participate in cross-training, team briefings, quality reviews, coaching sessions, and role-based qualification activities.
• Protect sensitive information and follow all cybersecurity, privacy, records-management, and acceptable-use requirements.
• Perform other mission-related service desk duties as assigned.

Requirements

• High school diploma or equivalent.
• Five or more years of relevant technical support experience. A bachelor’s degree in a relevant field may substitute for up to five years of relevant experience.
• A CompTIA Security+ or another approved DoD 8140 IAT Level II certification at the time of hire.
• Working knowledge of end-user computing, Windows operating systems, Microsoft Office products, account access, common peripherals, and basic network troubleshooting.
• Ability to communicate clearly and professionally in writing and by telephone.
• Ability to work effectively in a structured, team-oriented, high-volume support environment.
• Ability to learn new technologies, procedures, and Department of the Air Force support tools quickly.

Desired

• Active DoD Secret clearance.
• Experience supporting a federal, defense, or other regulated enterprise environment.
• Experience with ServiceNow or a comparable IT service management platform.
• CompTIA A+, Network+, Microsoft, ITIL, or other relevant technical certifications.
• Experience with remote support tools, knowledge management, call-center operations, or performance-based service desk environments.

Physical Demands

• Must be able to lift up to 25 pounds.
• Must be able to stand and walk for prolonged amounts of time.
• Must be able to twist, bend and squat periodically.

Security Clearance Requirements

• Must be able to obtain or maintain a security clearance at the Secret level.
• US Citizenship is a requirement for Secret clearance at this location.
• A CompTIA Security+ or another approved DoD 8140 IAT Level II certification is required at the time of hire.
• There is no post-hire grace period.

Employment Terms

• This is a full-time, exempt salaried management position.
• Final compensation reflects relevant experience, leadership background, certifications, education, and work location.