IT Analyst III (Active Secret Clearance) - Aberdeen Proving Ground MD

Responsibilities

• Manage the front desk, evaluate walk-in customer requests, and direct them to the appropriate support resources while delivering outstanding customer service.
• Resolve customer questions and problems concerning Information Technology (IT).
• Provide technical assistance to customers to minimize disruptions of computer operations.
• Respond to calls and emails in support of the ATEC community.
• Log, update and track trouble tickets/worders in ATEC ticketing system.
• Research, evaluate, implement fixes, and provide feedback on one-time and problematic trends/patterns with customer support requirements.
• Ensure rigorous application of cybersecurity policies, principles, and practices in the delivery of customer support services.
• Collect information from callers to be used in the troubleshooting and restoration of network and application services.
• Cook up, assist in the installation, configuration, utilization and operation of IT equipment.
• Aid in the review of functional user justifications and requirements for new or additional IT capabilities in either hardware or software solutions.
• Cook up, assist in scheduling warranty repairs, monitor and verify repair actions, and report completed warranty repairs.
• Assist in developing, maintaining, and updating IT documents for use by help desk personnel to expedite problem resolution.
• Support Wireless Device support to include to device setup, user training, troubleshooting, and software repairs of Apple and Android devices.

Qualifications

• Active DOD Secret security clearance.
• Active DoD 8570 IAT Level I or IAT Level II certification.
• Relevant Education/experience Requirements: 1+ years with Masters, 2+ years with Bachelors, 3+ years with Associates, 5+ years with no degree.
• Experience in deploying IT hardware such as desktop computers, laptops, tablets, monitors and printers.
• Experience configuring IT hardware to resolve problems and installing/configuring operating system images and specialty software on customer devices.
• Experience in generating reports using Trouble Ticket automated software (e.g., ServiceNow).
• Performing backup and restore of software and data on client compute devices.
• Troubleshooting and resolving client network and wireless issues.
• Experience testing, analysis and repair of computer system hardware and software malfunctions.
• Experience deploying interoperable and integrated standard office automation desktop software.
• Experience installing, configuring, troubleshooting, relocating, and repairing desktops, peripheral devices and printers.
• Experience resolving desktop problems via Remote Control (Dameware or similar); add/delete accounts and reset passwords as needed.
• Experience identifying network problems impacting users and work with appropriate Tier II or III administrators.
• Experience troubleshooting WIFI and GFE provided broadband devices and VPN connectivity.
• Experience configuring, diagnosing, reimaging, reloading, using, troubleshooting and repairing all AGM MS Windows based laptops and desktops, instant messaging applications, and DoD approved WI-FI and wireless services.
• Experience using remote tools to connect to remote desktops applications include MCM.

Benefits

This hybrid position requires applicants to be within 1.5 – 2 hours commute from Aberdeen Proving Ground, MD for IT support.

Desired Qualifications

• Outstanding customer service and communication skills.
• Ability to work in a team environment and independently.
• Ability to adhere to government policies and requirements.
• Previous experience mitigating system vulnerabilities and patching (e.g. NESSUS) preferred.
• Previous Experience Supporting a Test & Evaluation Environment Preferred.
• Exceptional customer service experience.