System Support Analyst

System Support Analyst, #1114

Clearance: Ability to obtain the required government Public Trust security clearance

Location: Hybrid D.C. Metro Area

Hours: Monday - Friday 12 PM to 8 PM EST

Join Dev Technology Group as a System Support Analyst, where you will play a key role in supporting a system that automates critical processes for our government customer and noncitizens in the US. This role requires a strong understanding of Microsoft Windows 11 OS and the ability to provide client-side application support. You will work independently and collaboratively, contributing to an important government mission.

What You'll Be Doing 

• Participate in Agile ceremonies and contribute to continuous improvement as part of an active Agile development team.
• Collaborate with team members and stakeholders to monitor the system, maximize uptime, and analyze issues and trends.
• Identify and document resolutions for future reference in similar situations.
• Alert clients, client IT staff, and team members to issues, and work with them to troubleshoot problems.
• Rotate with team members on Tier II support, assisting users with system issues and questions.
• Learn new technical skills as needed to support the program.

Required Education, Experience & Skills

• Associate's degree and at least 2 years of work experience providing system support
• Passion for solving complex software challenges with the ability to research a problem, identify a root cause, and recommend/implement a solution
• Comprehensive understanding of the Windows operating system and experience troubleshooting the Windows OS and desktop hardware issues
• General understanding of registry settings and group policies
• Basic understanding of Active Directory and Networking concepts
• Excellent written and verbal communication skills
• Strong interpersonal skills with the ability to practice diplomacy and professionalism
• Ability to work independently and as part of a team, demonstrating initiative and following directions as needed.
• Solid organization and time management skills, with the ability to prioritize tasks to meet deadlines in a fast-paced environment
• Experience working in an Agile Scrum environment, using Jira or a similar tool
• Ability to collaborate with team members to meet or exceed client needs and expectations
• Aptitude for picking up technology quickly with a desire to progress
• Comfortable working in a remote environment
• Detail-oriented and capable of producing a high level of accuracy

Preferred Education, Experience & Skills

• Bachelor's in Computer Science or related field
• Possession of a current ICE clearance or any other DHS clearance
• Experience supporting a Federal Government client
• Experience updating and leveraging a knowledge base
• Experience with Confluence
• Experience with BeyondTrust or other remote assistance software
• Ability to create PowerShell scripts
• CompTIA + and/or CompTIA Security + certification or equivalent certification
• Experience in undergoing Security Audits and writing Security SOPs, as well as knowledge of/compliance with NIST controls

Our estimated salary range for this position is $56,000 - $106,000. This presented salary range is not a guarantee of compensation or salary. Offered salary is based on experience, geographic location, and possibly contractual requirements as appropriate to the role. *Salary could fall outside of this range