IT Analyst IV (Team Lead)

Akima, LLC • Aberdeen Proving Ground, MD

4d • Hybrid

About The Position

SAVA is hiring an IT Analyst IV (Team Lead) to support the U.S. Army Test and Evaluation Command (ATEC) at Headquarters in Aberdeen, MD (APG).
The ideal candidate will demonstrate exceptional customer service, strong technical expertise, proven leadership ability, dedication to mission success, working knowledge of ServiceNow, and a strong work ethic.

Requirements

• Active DOD Secret security clearance.
• Active certification IAW DoD 8570.1 directive - IAT Level II (e.g. Security+, CySA+, GSEC, GICSP, CCNA Security, SSCP, CND)
• 1+ years with Masters in directly related field
• 3+ years with Masters in non-directly related field
• 5+ years with Bachelors in directly related field
• 7+ years with Bachelors in non-directly related field
• 8+ years with Associates
• 10+ year with no degree
• "Directly related field" includes Network Engineering, Network Management, Computer Science, Information Systems, Computer or Software Engineering, Management Information Systems, Computer Forensics/Security, etc.
• Experience deploying IT hardware, including desktops, laptops, tablets, monitors, and printers.
• Skilled in configuring IT hardware, resolving technical issues, and installing/configuring operating system images and specialty software on customer devices.
• Proficient in using automated trouble ticket systems and generating reports from the software.
• Experience in performing software and data backups and restores on client devices.
• Skilled in troubleshooting and resolving client network and wireless connectivity issues.
• Experience in testing, analyzing, and repairing computer hardware and software malfunctions.
• Experience in planning and executing large-scale, time-sensitive hardware/software deployments organization-wide.
• Experience in coordinating with vendors for hardware maintenance and repairs.
• Experienced in managing inventory and tracking the status of computer systems.
• Proven ability to lead a Help Desk team of five or more personnel.
• Experience in creating and providing management reports and analyzing unresolved trouble tickets.
• Proficient in Microsoft 365 Suite, MS Project, Visio, and Adobe Acrobat/Professional for document creation.

Nice To Haves

• Strong IT troubleshooting skills with experience training junior technicians.
• Knowledgeable about the ServiceNow ITSM suite of modules.
• Customer service focused and outstanding communication skills.
• Ability to work in a team environment and independently.
• Ability to adhere to government policies and requirements.

Responsibilities

• Deploy and configure IT hardware including desktops, laptops, tablets, monitors, and printers by installing operating system images and specialty software to resolve technical issues.
• Use automated trouble ticketing software to track, resolve, and report incidents; perform software and data backups and restores on client devices; troubleshoot and resolve client network and wireless connectivity issues; and generate reports using the ticketing system.
• Perform testing, analysis, and repair of computer hardware and software to diagnose and resolve system malfunctions.
• Manage large-scale, time-sensitive organization-wide hardware and software deployments; coordinate with vendors for hardware maintenance and repairs; and maintain accurate inventory and status tracking of computer systems.
• Coordinate with ATC and ATEC technical points of contact to coordinate troubleshooting.
• Lead by example by demonstrating punctuality, enforcing and adhering to regulations, maintaining professionalism, being proactive, and emphasizing excellence in customer service.
• Take ownership of Help Desk contract deliverables; upload and manage service desk data in SharePoint Online and Power BI; review Help Desk reports and implement actions to improve team performance; submit monthly Quad charts to the Program Manager; and maintain accountability for special projects.
• Supervise the team by managing personnel schedules and coverage, overseeing onboarding and cross-training, assigning tasks and projects, and resolving problems or roadblocks.
• Serve as a liaison to government leadership and subject matter experts.
• Maintain accountability for team members.
• Track technicians’ PTO and appointments to ensure accurate timekeeping.
• Help Desk Touchbase with government and contract PM: provide updates, raise questions, and discuss issues.
• Receive updates from government: answer questions and note action items for follow-up.
• ATEC Lead Tag-up: share important updates, issues, and PTO.
• Hotwash Meeting: provide updates from prior meetings and address issues needing reminders or additional training.
• IAVA Meeting participation.
• Approve timesheets.
• Run AQL/Software reports (compiled at 10:00 AM).
• Update telework schedule: post in channels and print for the team.
• Generate LAPS Password Report.
• Submit Quad Chart Report.

Benefits

• The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits.
• Paid Time Off (PTO) is offered to regular full-time and part-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree