System Support Analyst

Dev Technology • Washington, DC

5h • $56,000 - $106,000 • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• 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 A+ 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

Responsibilities

• 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.

Benefits

• Generous and flexible time-off policy
• Flexible work schedules and telework options, including remote work availability for eligible projects
• Career development opportunities including a mentorship program, technical and management training through Dev University, hands-on learning through DevLab, tuition reimbursement, and paid training opportunities
• Industry-leading benefits including a choice of two health plans that include dental and vision, flexible spending account, commuter benefits, life insurance, and more
• 401K matching with a 5% matching contribution
• Regular team and company social events including our annual party, happy hours, fitness challenges, and more
• A focus on community engagement including company wide support activities, employer match for donations, and time off for volunteer efforts

What This Job Offers

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