Jr. Level Service Desk Analyst/System Administrator #TS999

CRL Technologies Inc•Lexington Park, MD

3h•$55,000 - $95,000•Onsite

About The Position

The Service Desk Analyst/System Administrator serves as the program office’s focal point for information technology (IT) and information assurance (IA) inquiries, issues, concerns, and requests. The role works with customers to identify root causes, resolve hardware, software, configuration, and user issues, and escalate complex issues to appropriate IT and IA team members. The position administers Jira, Confluence, and other products to meet user needs, including managing accounts, projects, spaces, and workflows. It also performs system administration support, such as configuring or moving user systems, labeling connections, and assisting System Administrators. The analyst tracks issues through completion, develops and reports IT service management metrics, and may contribute to ITSM software selection and deployment. Additional duties include preparing user training materials and delivering training; documenting system changes and maintaining system documentation; participating in IT asset inventory and configuration audits; providing Assured File Transfer between classified security domains; and assisting with COMSEC keying material and equipment management across multiple locations. The position is on-site in Patuxent River, Maryland, and does not offer telework. Estimated travel is 10%. A final DoD Top Secret clearance is required.

Requirements

High school diploma or GED.
At least one year of experience performing the duties described in the position description.
Meet IAT I certification requirements and provide certifications, or obtain the required certifications no later than six months after position acceptance, in accordance with DoD 8570.01M, DoD 8140, and DoD 5239.2.
Demonstrate a customer-service-focused attitude when interacting frequently with system users.
Final DoD Top Secret clearance.
Willingness to work on-site in Patuxent River, Maryland; telework is not offered.

Nice To Haves

Experience with SAP information systems.
Experience administering Jira, Confluence, or other products.
Experience using task management software such as Jira or Jira Service Management.
Experience with CMDB software.
Linux experience.

Responsibilities

Serve as the program office’s focal point for IT and IA inquiries, issues, concerns, and requests.
Interact with program office customers to determine the root cause of problems.
Resolve hardware, software, configuration, and user issues when possible, and escalate complex issues to appropriate IT and IA team members.
Prepare training manuals and frequently asked questions, and deliver user training to address common issues.
Track issues through completion and potentially participate in selecting and fielding ITSM software.
Develop, maintain, and report ITSM metrics.
Administer Jira, Confluence, and other products, including creating accounts, projects, spaces, and workflows and assisting users with issues.
Perform system administration tasks, including configuring or moving user systems, labeling connections, and assisting System Administrators.
Develop and maintain documentation for system changes, including Software Request Forms, Hardware Maintenance Forms, and Configuration Control Board paperwork.
Create and maintain information-system documentation, including system build guides and maintenance logs.
Participate in IT asset management, including hardware and software inventory, software-license inventory, and configuration audits.
Provide Assured File Transfer across security domains between classified networks in accordance with documented policies and procedures.
Assist with management of COMSEC keying material and equipment for multiple locations in accordance with applicable policies and guidelines.