Help Desk Analyst

3 weeks ago


Aberdeen, United States DSA Full time

DSA is seeking a highly qualified Help Desk Analyst with an active secret clearance to join our team at Aberdeen Proving Ground, MD

Required Qualifications

Active Secret security clearance Service Desk experience; providing end-user support, troubleshooting, tracking, problem solving Bachelor's Degree, in Computer Science, Mathematics, or other Engineering or Technical discipline + years of relevant experience all within the last years. Three () additional years of applicable experience with appropriate certifications/relevant experience may be substituted for the degree. (Total yrs experience) Desired Qualifications Experience supporting the United States Army Experience using JIRA Key Responsibilities Provides expertise in the implementation and use of a specific software applications or information technology system products or suite of products. Performs user support and problem resolution. Monitor the Service Desk workflow, including ticket volume and data analysis, to identify potential system outages or significant downtime of critical IT infrastructure assets and services. Participate in the continuous improvement of the customer-facing portal by offering recommendations, enriching content, introducing new content, and suggesting improvements Provides recommendations and training on using the product to meet organizational goals. Holds and maintains product specific certifications and credentials Understands, follows and promotes the values and principles in the Agile Manifesto Understands, follows and promotes continuous cyber security risk management
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