User Computing Administrator

PRIMARY PURPOSE

CNA is hiring for the role of User Computing Administrator I. The User Computing Administrator is a part of the Service Desk team in the Chief Information Office (CIO). The User Computing Administrator I will conduct routine user support tasks as assigned, using best practices for both classified and unclassified end user computing environments. The position assists with the deployment and maintenance of the user equipment as assigned and participates in projects performing tasks according to plan and schedule. While work will be completed without assistance, most tasks are assigned by supervision with guidance readily available for this position.

CNA fosters an inclusive culture that values diverse backgrounds and perspectives. Our flexible and engaging work environment encourages iterative and creative collaboration at every stage of the problem solving process. Our employees are committed to helping clients develop effective solutions to better manage their programs through scientific, data-driven approaches. We are looking for creative and innovative individuals to help carry out our mission.

JOB DESCRIPTION AND / OR DUTIES

1. User Support:  Resolves end user support requests related to the user computing environment in accordance with established best practices and procedures.  Diagnoses and solves operating system, network and application problems with user computing environments. Assists with maintenance of user computing training materials and systems documentation for educating end users and new IT staff. Documents resolution of requests in the ticketing system software. Provides AV support as needed.
2. User Equipment Management:  Assists with the deployment of desktops, laptops, thin clients, printers, scanners and other end user equipment, including configuration of hardware and operating systems as well as installation of standard and custom applications in accordance with established best practices and procedures. Ensures proper licensing is in place for all software installed. Assists with the maintenance of images for desktop and laptop systems. Assists with monitoring and testing of system performance. Maintains current knowledge of user computing technology.
3. Computer Security:  Assists in maintaining the security of the user computing environment based on established procedures and IT Security guidance. Reviews and deploys new Windows service packs, hot fixes, system updates, and other vendor-supplied patches according to best practices. Implements and executes corporate-wide anti-malware plan, updating security software through automated and manual means on a regular basis or as needed.
4. Projects:  Participates as a team member with management, other team members, and end-users on projects; executes project tasks according to plan and schedule. 
5. Performs other duties as assigned.   

JOB REQUIREMENTS

1. Education: Bachelor’s degree in Computer Science, Engineering, or related field or equivalent experience required; Security highly preferred, or other approved DoD 8570 IAT II security certification required or ability to achieve within 6 months of hire
2. Experience: 3 years of user support or equivalent experience required.
3. Skills:
   • Strong interpersonal skills are required for interfacing with department members, internal customers, and vendor representatives
   • Good information organization skills; ability to write clear, concise, and accurate documentation and provide training
   • Demonstrated initiative and ability to work well with others; excellent customer service skills
   • Willingness to work and stay current with new technologies and work additional hours when required; and good oral and written communications skills
   • Technical skills including basic understanding of standard desktop operating systems (Windows, Mac, etc.), and standard desktop applications (Microsoft Office, Outlook, Adobe Acrobat, etc.)
   • Basic understanding & application of desktop imaging software along with basic level Active Directory knowledge.
4. Other: Able to lift 30 lbs. (e.g. computer and AV equipment), able to walk (to end user stations) and bend (to install and connect equipment). 
5. Work Eligibility: This position is on-site, and may be eligible for telecommuting on occasion at the discretion of the Supervisor.  Employees may be required to work at CNA headquarters or other work locations resulting in changes to the scheduled telecommuting work arrangements.
6. Clearance: Ability to obtain and maintain a secret security clearance.