Senior Associate Systems Analyst (Active Secret Clearance) - Akima, LLC
Brooklyn, NY
About the Job
Work Where it Matters
Compass Point, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.
At Compass Point, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.
For our shareholders, Compass Point provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.
For our government customers, Compass Point delivers a broad range of skilled IT services, including data-centric services, software development, IT infrastructure modernization, managed IT services, and more.
As a Compass Point employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.
Description:Compass Point is seeking a Systems Analyst to going in team and support the US Army Corps of Engineers. The Revolutionary Information Technology Services (RITS) program, provides a modern and secure enterprise-wide IT support services to approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS). May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. To join our team of outstanding professionals, apply today!
Responsibilities:- Utilize Information Technology Infrastructure Library (ITIL) practices for IT Service Management (ITSM) that focuses on solutions that have an integrated, enterprise-wide focus to deliver shared IT services that align USACE OCIO/G-6 services with the needs of its customers and end users.
- Support overall sustainment operation of USACE Systems including the management, operation, as well as user-side support of associated hardware, software, peripheral equipments, as well as service management processes. Utilize and demonstrate expert understanding of the knowledge required for each.
- Provide timely and expert incident management services in strict adherence to the Service Agreement Level (SLA) metrics and Key Performance Indicators set forth by the program. Ensure on-time delivery and execute all aspects of desktop engineering technical assistance and support.
- Document, coordinate, and troubleshooting technical questions and reported incidents from users that report system problems or incidents. Problems may include poor system response time, potential security incidents, inability to access system resources, or questions on the use of a specialized software. The Associate Systems Analyst may alternatively train end-users to perform the resolution steps through self-service, or by another area, such as the security administration, systems administrator, etc., based on Cloud Lake’s organizational structure and separation of duties principles in place.
- Communicate, plan, schedule, document, and manipulate data (spreadsheet and databases) for existing metrics and system related issues as needed.
- Perform and conduct research of potential resolution of technical issues. Provide knowledge management support by updating and maintaining a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
- Work closely with Engineering, Security, and Systems Administration teams to incorporate customer feedback and address key support and usability concerns for customers.
- Communicate and interact effectively with internal and external partners including but not limited to, 3rd party support team, Government customers, and system users across USACE enterprise.
- Facilitate increased communication for resolution of system or security related incidents
- Analyze, review, measure, and report on Service Level Performance against agreed upon SLA and provide ongoing recommendations for process improvement.
- Evaluate tools, best practices, technologies, and approaches to IT service delivery problems / issues for incorporation into the overall service management policies and procedures.
- Job duties require the analyst to install and test computers, printers, and other peripherals, configure operating systems, and load application software programs.
- Resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
- Performs work under general supervision.
- Handles moderately complex issues and problems and refers more complex issues to higher-level staff.
- AA/AS degree from an accredited college in a related discipline, or equivalent experience/combined education 6+ years of professional, applicable experience
- Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications)
- Must obtain appropriate DoD 8570 IA Computing Environment Certification within 6 months of employment.
- Must have valid driver's license.
- Normal work hours are Monday through Friday; 8 hour shift between 6AM and 6PM local time. After hours support may be required on an infrequent basis.
- Experience supporting Windows 10, and MS Office 2013
- Experience using Service Now or a similar ticketing system
- Strong analytical and follow through skills
- Strong verbal and written communications skills
- Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
- Ability to work well independently on defined tasks
- Ability to work well as part of a team
Desired Qualifications:
- Experience maintaining Xerox, Lexmark, HP, or Ricoh printer devices (i.e. installing maintenance kits)
- Prior USACE/ACE-IT experience
- Experience working in a DoD environment
- Experience supporting Office 365