Computer Systems Analyst I with Security Clearance

Responsibilities

• Advanced Technical Support: Resolve complex technical issues for end-users, utilizing deep knowledge of systems and applications to deliver high-quality, timely support.
• Incident Management: Actively manage and track incidents from initiation to resolution, ensuring proper documentation and escalation of unresolved issues to maintain service levels.
• Knowledge Base Enhancements: Develop and update Knowledge Base Articles (KBA) to facilitate self-service options and empower both users and team members.
• ServiceNow Proficiency: Utilize ServiceNow to manage incident tracking, ticketing, and reporting, ensuring efficient workflow and accurate documentation while leveraging the platform's features to enhance service delivery and support processes.
• Cross-Training: Participate in training and workshops to share expertise with team members, ensuring a well-rounded understanding of processes and tools across the team to enhance collaboration and support.

Qualifications

• US Citizenship required.
• Active DoD Secret Clearance.
• High School diploma and 5+ years' technical experience (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience).
• Excellent communication skills; both written and spoken.
• Ability to work in a team environment.
• Adapt and learn new technologies quickly (MS Operating Systems, Office Products, and DAF specified software).
• Knowledgeable of customer service best practice and processes.

Desired Qualifications

• Security+ Certification.
• Experience using Service Now service management software (or similar tool).