Senior IT Program Analyst, Special Projects Lead

CTI Resource Management; Littleton (NC); On-site; USD 70,000 - 110,000; Full time

Job summary

CTI Resource Management seeks a Senior Program Analyst (Special Projects) to support CNIC IT customer service and enterprise operations. The role emphasizes task-order management, asset tracking, and project coordination across complex IT environments.

The candidate should have a High School diploma and extensive IT experience, with the ability to lead initiatives, deploy devices, generate reports, and ensure adherence to government standards.

Qualifications

• The position requires a High School diploma and at least 6 years of IT-related experience.
• Experience leading enterprise IT support and coordinating task orders within a government or large organization.

Responsibilities

• Provide IT customer service support enterprise wide via phone, email, onsite, or ticketing system.
• Review, process, and approve task-orders for computers, software, printers, and peripherals.
• Coordinate with teams to track progress, resolve discrepancies, and ensure timely fulfillment.
• Create and manage enterprise user accounts and permissions.
• Order and manage NMCI hardware assets and related equipment.
• Lead project coordination for IT projects including tech refresh and network upgrades.
• Analyze business processes and draft SOPs to improve end-user self-sufficiency.
• Track inventory metrics and manage government hardware assets.
• Deploy government-issued devices and assist users with issues.
• Create purchase requisitions for NMCI through SAP ERP.
• Generate data reports and respond to customer inquiries.
• Troubleshoot errors and document corrective actions.
• Record work volume statistics for accounting purposes.
• Operate office equipment; maintain attendance and punctuality.

Skills

IT support

Customer service

Task-order management

Project coordination

SOP creation

Inventory management

Troubleshooting

Vendor coordination

Education

High School

Tools

SAP ERP

BMC Helix

Ticketing system

Job description

CTI Resource Management seeks a Senior Program Analyst (Special Projects) to support CNIC IT customer service and enterprise operations. The role emphasizes task-order management, asset tracking, and project coordination across complex IT environments.

The candidate should have a High School diploma and extensive IT experience, with the ability to lead initiatives, deploy devices, generate reports, and ensure adherence to government standards.