Tier III Analyst

Foxhole Technology, Inc.•Fort Meade, MD

2d•$110,000 - $1,200,000•Hybrid

About The Position

Foxhole Technology provides robust cybersecurity and IT support capabilities for federal civilian and defense agencies. A recognized leader in navigating technology and security challenges, Foxhole delivers mission-focused innovations to answer evolving and complex needs. Our talented employee-owners provide agile, scalable services and solutions that solve operational gaps, operate critical systems, and protect and secure the enterprise – across the organization and around the world The right candidate for the job will have knowledge of Windows 2019 Server and SQL. You be working in a fast paced environment with the DoD supporting cybersecurity systems and validating trending data to identify potential issues. You will be the SME that people turn to when system and data issues occur. You will work with a team of professionals in other locations in order to provide top of the line customer support. You will be part of a technically diverse Support team supporting in monitoring and maintaining their Cyber Security status. As a member of the Support team (an Agile Kanban team) the Data Analyst will be responsible for activities (including but not limited to): Triaging user reported issues Assisting users with data analysis at varying levels of complexity/use cases Addressing data questions and/or data discrepancies Debugging user queries and proactively identifying areas for improvements/enhancements Collaborating with other business subject matter and technical experts to resolve user questions/issue Identifying process improvements and opportunities for automation Tracking daily performance trends and raising issues when trends deviate You will also be providing application support for remote systems Administering users and service accounts through an Enterprise management tool supported by Active Directory Initiating proactive customer notifications Adhering to service level standards for all customers Develop and nurture successful long-term relationships with clients Provide deployment support Monitor the health and the processes of the systems Manage tickets via ITSM Work with Ops support team and development teams to resolve customer issues Attention to detail and professional communication skills are a must

Requirements

Windows Server and Linux experience
Strong experience with SQL to query and troubleshoot data issues
Strong written and verbal communication skills
Help Desk / IT Support experience
ITIL Foundations v3 Certification
Security + certification (or other 8570 certification)
Active Top Secret Clearance

Responsibilities

Triaging user reported issues
Assisting users with data analysis at varying levels of complexity/use cases
Addressing data questions and/or data discrepancies
Debugging user queries and proactively identifying areas for improvements/enhancements
Collaborating with other business subject matter and technical experts to resolve user questions/issue
Identifying process improvements and opportunities for automation
Tracking daily performance trends and raising issues when trends deviate
Providing application support for remote systems
Administering users and service accounts through an Enterprise management tool supported by Active Directory
Initiating proactive customer notifications
Adhering to service level standards for all customers
Develop and nurture successful long-term relationships with clients
Provide deployment support
Monitor the health and the processes of the systems
Manage tickets via ITSM
Work with Ops support team and development teams to resolve customer issues