IT Program Analyst – Enterprise Tech & Projects Lead

CTI Resource Management; Norfolk (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

CTI Resource Management is seeking a Program Analyst to provide IT customer service across the CNIC enterprise. The role involves on-site support, task order management, onboarding new hires, and leading IT projects like tech refreshes and building-wide Wi‑Fi installations.

The candidate will analyze business processes, develop SOPs, track hardware inventory, and deploy government iPhones while ensuring timely issue resolution and strong end-user support.

Qualifications

• HS and 6 years of direct IT work experience with use of information technology to develop and/or integrate complex data.
• Experience leading teams to accomplish Enterprise goals.

Responsibilities

• Provides IT customer service enterprise wide for CNIC via phone, email, onsite or tickets.
• Perform task order management for IT services (computers, software, printers) and validate invoices.
• Onboard new hires by creating NMCI/Flank Speed email, assigning computers, and setting up equipment at location.
• Lead IT projects such as tech refresh, cube renovations and building-wide Wi-Fi.
• Develop SOPs to improve end-user self-sufficiency and issue resolution.
• Track NMCI hardware inventory and asset management for CNIC HQ.
• Deploy gov’t iPhones per federal standards and assist end users with issues.
• Create, amend and submit purchase requisitions for NMCI through SAP ERP.
• Collect, analyze and provide application data reports as directed.

Skills

IT customer service

Task order management

Onboarding new hires

Project coordination

Process improvement

Data analysis

Troubleshooting

Education

High School diploma

Tools

SAP ERP

Job description

CTI Resource Management is seeking a Program Analyst to provide IT customer service across the CNIC enterprise. The role involves on-site support, task order management, onboarding new hires, and leading IT projects like tech refreshes and building-wide Wi‑Fi installations.

The candidate will analyze business processes, develop SOPs, track hardware inventory, and deploy government iPhones while ensuring timely issue resolution and strong end-user support.