Help Desk Analyst

DSA is seeking a highly qualified Help Desk Analyst with an active secret clearance to join our team at Aberdeen Proving Ground, MD

Required Qualifications

• Active Secret security clearance
• Service Desk experience; providing end-user support, troubleshooting, tracking, problem solving
• Bachelor's Degree, in Computer Science, Mathematics, or other Engineering or Technical discipline + 4 years of relevant experience all within the last 4 years.
• Three (3) additional years of applicable experience with appropriate certifications/relevant experience may be substituted for the degree. (Total 7 yrs experience)

Desired Qualifications

• Experience supporting the United States Army
• Experience using JIRA

Key Responsibilities

• Provides expertise in the implementation and use of a specific software applications or information technology system products or suite of products.
• Performs user support and problem resolution.
• Monitor the Service Desk workflow, including ticket volume and data analysis, to identify potential system outages or significant downtime of critical IT infrastructure assets and services.
• Participate in the continuous improvement of the customer-facing portal by offering recommendations, enriching content, introducing new content, and suggesting improvements
• Provides recommendations and training on using the product to meet organizational goals.
• Holds and maintains product specific certifications and credentials
• Understands, follows and promotes the values and principles in the Agile Manifesto
• Understands, follows and promotes continuous cyber security risk management

Many of DSA's positions require the ability to obtain a security clearance. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information. DSA is proud to be an Affirmative Action/Equal Opportunity Employer. DSA is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding, or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state, or local laws. DSA requires background checks, where permitted, by law. DSA is an E-Verify Employer.
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