Jr. Level Service Desk Analyst/System Administrator #TS999

Service Desk Analysts will serve as the program office’s focal / entry point for all information technology (IT) and information assurance (IA) related inquiries, issues, concerns, or requests and will interact with the program office customers to determine the root of the problem.

Service Desk Analysts will be active members of the IT team. Service Desk Analysts will work to resolve hardware, software, configuration, or user issues if possible and will elevate complex issues to appropriate members of the IT and IA teams.

Service Desk Analysts will prepare training manuals, responses to frequently asked questions, and deliver user training to address common user issues.

Service Desk Analysts are responsible for tracking issues through to completion and may be asked to participate in the selection and fielding of Information Technology Service Management (ITSM) software. Analysts will develop, maintain, and report ITSM metrics.

Service Desk Analysts are responsible for administering Jira, Confluence, and other products to meet user needs. This could include creating accounts, projects, spaces, and workflows and assisting users with issues that arise.

Service Desk Analysts will perform System Administration tasks such as configuring or moving user systems, appropriately labeling connections, and assisting System Administrators with their tasks.

Service Desk Analysts are responsible for developing documentation related to system changes including Software Request Forms, Hardware Maintenance Forms, and Configuration Control Board paperwork. Analysts will create and maintain documentation for information systems, such as system build guides and maintenance logs.

Service Desk Analysts will participate in the Information Technology Asset Management (ITAM) process, including inventorying and maintaining inventory of IT hardware assets, maintaining an inventory of IT software assets including software licenses, and participating in configuration audits.

Service Desk Analysts are responsible for providing Assured File Transfer (AFT) across security domains between classified networks following documented policies and procedures.

Service Desk Analysts will assist in the management of COMSEC keying material and equipment for multiple locations in accordance with all applicable policies and guidelines.

Required Education: High School diploma or GED., * Candidate must have a minimum of one year of experience performing the duties described in this position description.

• Candidate must meet the IAT I certification requirements (provide certifications) or obtain certifications no later than six months after position acceptance, in accordance with DoD 8570.01M, DoD 8140, and DoD 5239.2.
• Candidate will frequently interact with system users and must demonstrate a customer service focused attitude.

Allowable Experience/Education Substitutions: Experience cannot be substituted for education.

Desired Experience:

• 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.

Security Clearance Required: A Final DoD Top Secret Clearance.

Pay Range: $55,000-$95,000. Salary will be set based on experience, education, and contractual requirements. This range represents the standard pay for this role and is just one component of CRL’s compensation package.