User Support Analyst

Everforth ECS is seeking a User Support Analyst to work in our Fairfax, VA office in a hybrid onsite/remote capacity to support a growing program on behalf of the Department of War (DoW). The selected candidate will serve as a primary point of contact for end-user support, including new user onboarding, account creation, access management, troubleshooting, and maintenance of required user and access documentation.

Responsibilities

• Serve as a primary point of contact for user onboarding, account creation, access requests and modifications, offboarding, and user troubleshooting.
• Create and manage user accounts in accordance with established Standard Operating Procedures (SOPs), security requirements, and approval processes.
• Collect, review, organize, and maintain required user and access documentation, ensuring required information and approvals are complete and properly documented.
• Maintain accurate:
  • User rosters, access lists, account trackers, and supporting documentation throughout the user lifecycle to support account reconciliation, security requirements, compliance activities, and audits.
  • Records of user requests, actions taken, issue resolution, and outstanding activities, and document support processes, recurring issues, and recommended operational improvements.
• Conduct periodic reviews of user accounts, permissions, and access records; identify and resolve discrepancies and coordinate with users, program leadership, security personnel, and technical teams as needed.
• Provide responsive support to CONUS and OCONUS users through phone, chat, web submissions, email, and other approved support channels, diagnosing and resolving customer-reported technical issues and escalating when appropriate.
• Work closely with Project and Program Managers to maintain program awareness, scheduling, user and asset accountability, and timely resolution of operational issues.
• Coordinate with Logistics teams to support hardware inventory, assignment, accountability, and shipping for CONUS and OCONUS users.
• Partner with IT, Cloud, Security, and other cross-functional teams to troubleshoot issues and test, implement, and provide feedback on commercially and internally developed solutions and system changes.
• Support:
  • Scheduled and routine maintenance windows, including validating user access and system functionality following maintenance, documenting issues, and coordinating with technical teams to ensure services are restored for end users.
  • Program and government meetings, including capturing and maintaining meeting notes and action items for distribution and follow-up.
  • Other duties, as assigned.

Requirements

• U.S. Citizen.
• Ability to obtain and maintain a DoD Top Secret security clearance.
• Minimum DoD 8140 IAT Level II certification (e.g., Security+), either active or obtained within 30 calendar days of hire.
• Ability to:
  • Travel (up to 10%) to CONUS user locations.
  • Work a shift schedule, if required, to support OCONUS end-users.
• 1+ year of relevant, hands-on, professional experience in a user support role (preferred).
• Proven experience in operations, service delivery, or process management in a customer support environment.
• Technically adept, with the ability to support common IT issues and activities.
• Hands-on experience with all Microsoft O365 tools, as well as Adobe Acrobat.
• Exceptional ability to expertly balance multiple, competing priorities and execute all in accordance with articulated timelines and requirements.
• Politically savvy to confront difficult problems in a positive and creative way.
• Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
• Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).

Qualifications

• Active DoD Secret (or higher) security clearance.
• Bachelor's degree in Information Systems; Business Management; Computer Science; or similar Science, Technology, Engineering and Mathematics (STEM) discipline preferred.
• Current DoD 8140 IAT Level II / III certification (Security+ or higher).
• Prior exposure / work with DoW organizations and performers.
• Experience with:
  • Detailed requirements gathering, interpretation, analysis, and validation.
  • Strategic planning / development to meet customer mission requirements.
  • Project planning and scheduling.
  • Software development, quality assurance, maintenance, and support.
  • Project and software lifecycle management.
  • Native AWS AD and governance tools.

Pay

Salary Range: $75,000 - $95,000