Network Analyst

Role and Responsibilities:

• Respond to, resolve, initiate, or escalate trouble calls/support requests via telephone, email, Service Desk Ticketing System, or walk-ins.
• Provide over-the-shoulder/remote/telephone training and assistance to end users on desktop operations including logging in, setting passwords, re-booting, basic and advanced operations in MS Office suite support, Adobe Acrobat, VPN, Smartphones, and tablets.
• Provide technical support and troubleshooting to users.
• Maintain current knowledge of relevant technologies as assigned.
• Provide occasional on-call support after normal business hours.
• Produce procedure and guideline documentation as requested by the Project Manager.
• Ensure proper procedures/guidelines are followed during performance of duties.
• Provide timely written reports of work status as requested.
• Coordinate and process new employee Check-Ins, Check-Outs, and position changes for users.
• Employ exceptional customer service skills and be able to manage and prioritize multiple simultaneous projects.
• Enter incidents and service requests in the Heat ticketing system. 
• Responsible for checking the service desk queue to manage assigned incidents/service requests and close tickets assigned in a timely manner
• Provide timely updates of work status via Service Desk Ivanti Heat Information Technology Service Management System.

Qualifications

·      Active DOD Secret Clearance is required for this position.

·      CompTIA Security is required (per DoD 8140) 

·      Knowledge of the principles, methods, and techniques involved in service desk operations, support technician operations, and basic Active Directory.

·      Knowledge of and ability to use and install relevant hardware, software and other equipment.

·      Proficiency in troubleshooting desktop operating systems and associated hardware and peripherals.

·      Capable of working in a demanding environment of near-100% system availability and be able to render solutions to issues in a timely manner.

·      Ability to assist with the maintenance and administration of user workstations, laptops, printers, network equipment and wireless devices for both SIPRNET and NIPRNET clients.

·      Ability to assist with the maintenance, troubleshooting and administration of Smartphones and Tablet equipment

·      Excellent telephone etiquette and oral and written communications skills.

·      Ability to work independently with minimal supervision.

·      Excellent interpersonal skills with ability to interact with end users at all levels.

·      Knowledge of Excel, Word, PowerPoint, Adobe Acrobat, and other general applications.

·      Ability to undertake self-managed initiatives.

·      Ability to develop documentation detailing service desk operations.

·      Ability to lift standard PC equipment and peripherals for the purpose of installations, moves, replacements/etc. 

EDUCATION/TRAINING/EXPERIENCE

·      Associate's Degree in Computer Science, Information Technology or related field, or equivalent work experience (3-5 years) that includes IT operations and support.

·      VPN, VTC, System Imaging, Encryption support experience highly preferred.

·      Experience with Ivanti HEAT or other similar ticketing systems highly desired.

·      Bachelor’s degree in Computer Science or Information Technology highly desired