Management Analyst

4 weeks ago

San Antonio, Texas, United States SeKON Full time
Incident Management and Resolution

SeKON is seeking a skilled Management Analyst to support the Defense Health Agency (DHA) in San Antonio, TX. As a Management Analyst specializing in Incident Management, you will be responsible for establishing, maintaining, and monitoring incident queues to ensure quick resolution and escalation of all incidents assigned to site-based support groups via the MHS ServiceNow IT Service Management (ITSM) tools.

Key Responsibilities:
  • Establish, monitor, and manage incident queues in MHS ServiceNow ITSM tools to quickly address and escalate incidents.
  • Provide technical resolution and answer user questions for hardware, software, and systems.
  • Professionally communicate with customers, explaining technical information in a way that non-technical users can understand.
  • Maintain excellent customer service during all interactions.
  • Provide on-site support for LAN, WAN, wireless LAN, software, hardware, network, administrative tasks, VPN, and special projects.
  • Support both Non-Classified Internet Protocol Router Network (NIPRNet) systems and Classified Secret Internet Protocol Router Network (SIPRNet) desktops or connectivity as needed.
  • Maintain operational baselines for workstations and laptops, adhering to DHA policies and performing risk reviews as required by DHA Enterprise Support Teams or DoD directives.
  • Troubleshoot, integrate, configure, and install authorized hardware, software, and peripherals.
  • Assist with equipment staging, burn-in, installation, and testing as needed.
  • Resolve user issues with computer software, hardware, and operating systems.
  • Act as a point of contact for users experiencing technical problems and escalate complex issues to the appropriate MHS ServiceNow assignment group.
  • Manage emergency requests for out-of-cycle incidents to resolve service outages or severe service degradation.

This position requires a proactive, customer-focused approach to managing incidents and resolving technical issues in a fast-paced environment. You will be a critical part of the team ensuring seamless IT operations and providing effective support to end users.

Requirements:
  • Bachelor's degree in Computer Science, Engineering, or a related field.
  • Active DoD Secret Clearance required.
  • Experience with incident management and IT service management tools, particularly MHS ServiceNow.
  • Strong communication skills with the ability to explain technical concepts to non-technical users.
  • Proficiency in providing deskside support for LAN, WAN, VPN, and hardware/software troubleshooting.
  • Ability to maintain and troubleshoot workstation and laptop baselines, adhering to DoD/DHA policies.
  • Experience with emergency request management and responding to urgent service outages or degradations.
  • Strong consulting and communication skills with demonstrated ability to work collaboratively across fast-paced and dynamic teams and at various levels of leadership.
  • Strong understanding of Joint Health Service Support or Defense Health Agency processes.
  • Superior verbal and written communication skills.
  • Proven ability to present effectively to senior government officials.
  • Ability to work collaboratively and proactively with customers and program office members in a multi-vendor environment.
  • Willingness to serve in various ad hoc roles, including contributing to proposal efforts and participating in hiring processes.

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