IT Support Analyst

Edgewater Federal Solutions, Inc.•Albuquerque, NM

1d•Onsite

About The Position

Edgewater Federal Solutions is seeking an IT Support Analyst to support a major national laboratory. Responsibilities Provide essential support across various computing environments, including Windows, Mac, mobile devices, and classified systems. Monitor, install, and perform maintenance on personal computers, laptops, software, and networks, responding to user requests for assistance and conducting on-the-spot diagnostic evaluations. Implement corrections and train users in the proper operation of systems and programs. Install and provide basic support for approved PC software, performing upgrades across all computer platforms, and training office staff on computer usage. Maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed, and help resolve operational problems. Support the agency's Local Area Network (LAN) Administrator with server maintenance and administration, requiring a general knowledge of network products, including Novell, CISCO, and UNIX. In the specialized Linux/Classified environment, you will review computer systems in terms of machine capabilities and man-machine interfaces, preparing reports and studies concerning hardware. Develop functional requirements and specifications for hardware acquisitions, ensuring that problems are properly identified and solutions meet user requirements. Configure, operate, and maintain information processing and telecommunications systems, analyze performance statistics for tuning and optimization, and establish security, capacity, and business continuity controls and documentation. Interact with business segments to understand their environment, technical requirements, and organizational direction, collecting and organizing detailed user requirements. Define project plans and deliverables, ensuring compliance with project budgets, and conceptualize, construct, test, implement, and operate integrated infrastructure solutions. Provide recommended training plans and lead continuous improvement activities while coaching and developing team members on technical matters. Respond to service requests & incident management services, generated by the Service Desk & by customers. Serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians. Resolve more complex issues escalated from the Service Desk & reported by the computing customer. Provide set up & medium-to-advanced troubleshooting of video conference equipment. Other duties as assigned.

Requirements

AS in relevant discipline plus minimum 3 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job.
Must have an Active Q clearance to start.
Must be US Citizen
Requires onsite work
Desk-side support and troubleshooting for Windows operating systems and standard business software applications (basic to advanced level)
Windows desktop system administration, including configuration, maintenance, and user support
Troubleshooting and support for virtual desktop environments
Application compatibility testing and validation
Support of cybersecurity initiatives, including secure application usage and compliance with IT security standards

Nice To Haves

Mac OS & application experience a plus.

Responsibilities

Provide essential support across various computing environments, including Windows, Mac, mobile devices, and classified systems.
Monitor, install, and perform maintenance on personal computers, laptops, software, and networks, responding to user requests for assistance and conducting on-the-spot diagnostic evaluations.
Implement corrections and train users in the proper operation of systems and programs.
Install and provide basic support for approved PC software, performing upgrades across all computer platforms, and training office staff on computer usage.
Maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed, and help resolve operational problems.
Support the agency's Local Area Network (LAN) Administrator with server maintenance and administration, requiring a general knowledge of network products, including Novell, CISCO, and UNIX.
Review computer systems in terms of machine capabilities and man-machine interfaces, preparing reports and studies concerning hardware.
Develop functional requirements and specifications for hardware acquisitions, ensuring that problems are properly identified and solutions meet user requirements.
Configure, operate, and maintain information processing and telecommunications systems, analyze performance statistics for tuning and optimization, and establish security, capacity, and business continuity controls and documentation.
Interact with business segments to understand their environment, technical requirements, and organizational direction, collecting and organizing detailed user requirements.
Define project plans and deliverables, ensuring compliance with project budgets, and conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
Provide recommended training plans and lead continuous improvement activities while coaching and developing team members on technical matters.
Respond to service requests & incident management services, generated by the Service Desk & by customers.
Serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians.
Resolve more complex issues escalated from the Service Desk & reported by the computing customer.
Provide set up & medium-to-advanced troubleshooting of video conference equipment.
Other duties as assigned.