Service Desk Analyst

Service Desk Analyst

Job Location: Annapolis Junction, MD
Clearance: Active Secret Clearance: Must be able to obtain a TSA suitability
Rotating shifts Schedule:

Shifts

There are 4 shifts; each schedule is 36 hours one week, 44 hours the next week. Schedules rotate approximately every 6 months.

• Weekend Day Shift (0630am-630pm; Saturday, Sunday, Monday, and every other Tuesday)
• Weekend Night Shift (630pmET-0630amET; Saturday, Sunday, Monday, and every other Tuesday)
• Weekday Day Shift (0630amET-1830pmET; every other Tuesday and Wednesday, Thursday, Friday)
• Weekday Night Shift (630pm-0630am; every other Tuesday and Wednesday, Thursday, Friday)

Overview:
Varada Consulting, LLC is seeking a full-time Service Desk Analyst to support the Transportation Security Administration (TSA) Office of Transportation Threat Assessment and Credentialing (TTAC) program.

Job Duties:
The Service Desk Analyst will support the Transportation Security Administration (TSA) Office of Transportation Threat Assessment and Credentialing (TTAC) program. TTAC’s mission is to reduce the possibility of a successful terrorist attack or criminal act to the transportation system by applying threat assessment analysis to identify known or suspected terrorists. Our team runs and maintains TTAC’s IT infrastructure, networks, and program application. • Performs activities related to monitoring, detection, correction, escalation, and reporting. Will routinely perform activities associated with IT customer support.

• Manually upload and process critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations
• Assist with Creating, analyzing and transmitting critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity
• Assist with the escalation of bridge/conference calls for complex maintenance activities and critical outages
• Provide support on mission critical systems during maintenance activities and outages
• Proactively monitor the health of the systems and data flows using commercial and proprietary monitoring tools
• Triage phone and email call communication using the ability to understand and respond to customer requirements
• Create, analyze, route, update and close incident and service request tickets
• Verify system application execution to ensure mission critical applications are operating as expected
• Conduct initial troubleshooting of IT and non-IT related issues identified thru monitoring tools and system checks
• Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords
• Perform onsite facilities checks verifying the integrity of the mission systems
• Create, consolidate and post daily shift logs

Required Qualifications:
• Strong attention to detail and organizational skills
• Proficiency with Microsoft Office applications
• Ability to apply critical thinking, analysis and problem-solving skills in order to make mission impacting decisions on reported issues
• Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues
• Ability to assist with maintaining documentation reflecting the current operational environment
• Act as a team player with strong interpersonal skills
• Demonstrate strong oral and written communication skills
• Ability to perform at a high level in a mission critical and dynamic work environment
• Typically, an Associated degree or equivalent experience working in an IT environment is required
• Active Secret Clearance with ability to obtain agency suitability clearance

Desired Qualifications:
• Prior experience in IT Service Desk environment
• Knowledge of Remedy, especially Incident Management module
• Strong technical knowledge in troubleshooting procedures
• Prior knowledge with system monitoring tools, especially Solar Winds and Tivoli

Join an Award Winning Team! Voted as Most Innovative and Fastest Growing Company, Varada Consulting offers highly customized IT capabilities in the federal civilian and DoD market space in support of the mission objectives of the federal government. Varada provides competitive compensation and benefits packages including 100% employer paid healthcare premium, matching 401k, and unlimited education/training.

Varada Consulting, LLC is an Equal Employment Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.