Systems Analyst

Job Summary

We are seeking an Intermediate IT Support Specialist to provide technical support across a Department of Defense enterprise environment. This role serves as the primary point of contact for end users, resolving hardware, software, and operating system issues while ensuring service level agreements (SLAs) are met. The position also includes documenting incidents, maintaining knowledge‑base resources, and supporting secure, mission‑critical operations. This position is contingent upon funding.

• Provide intermediate‑level technical support for hardware, software, and operating system issues
• Serve as the primary point of contact for end users within a DoD enterprise environment
• Install and support standard productivity suites and enterprise applications
• Diagnose, troubleshoot, and resolve end‑user technical issues
• Document all incidents, service requests, and resolutions within the help desk system
• Create detailed incident reports and maintain user‑friendly knowledge‑base articles
• Ensure compliance with established SLAs and IT service management processes

• Bachelor’s degree in IT, Cybersecurity, Data Science, Information Systems, Computer Science, or related field
• OR Associate degree with four or more years of relevant experience
• OR Six years of equivalent experience
• Active DoD Top Secret clearance (or higher) with TS/SCI eligibility
• Three or more years of experience in computer user support (CSWF Intermediate) or equivalent hands‑on training
• One of the following DoD‑approved baseline certifications: A+, Network+, CND, Security+, or GSEC
• Strong ability to diagnose and resolve end‑user hardware and software issues
• U.S. Citizenship required

• Advanced troubleshooting experience with Windows 10/11, macOS, and major Linux distributions
• Proficiency with Microsoft 365 (Exchange, Teams, SharePoint) and DoD SaaS applications
• Experience using remote‑support tools (e.g., Bomgar, Team Viewer, VNC) and imaging solutions (MDT, SCCM, Ghost)
• Strong working knowledge of Active Directory, Group Policy, and Azure AD
• Ability to automate routine tasks using Power Shell or Bash
• Excellent written communication skills and experience creating knowledge‑base documentation
• Customer‑service mindset with focus on meeting or exceeding SLA targets
• Familiarity with ITIL/ITSM processes and incident management best practices

• Domestic travel up to 10% annually (approximately two weeks)
• Limited international travel (less than 5%) as required and subject to clearance approval