System Support Analyst

devtechnology; Washington (District of Columbia); Hybrid; USD 56,000 - 106,000; Full time

Benefits offered by this job

Flexible time off

Telework options

Tuition reimbursement

401K matching

Health plans (dental & vision)

Job summary

Dev Technology Group is seeking a System Support Analyst to support a government system in the DC area. The role requires strong Windows 11 expertise and client-side support skills. The position is hybrid with Metro DC eligibility and operates within Agile practices.

You'll participate in Scrum ceremonies, monitor uptime, resolve issues, and contribute to knowledge bases. Ideal candidates hold an Associate's degree with 2+ years in system support and may pursue a Bachelor's in CS.

Qualifications

• Associate's degree and at least 2 years of work experience providing system support.
• Strong problem-solving with ability to root cause issues and implement solutions.
• Extensive Windows OS knowledge and desktop hardware troubleshooting.

Responsibilities

• Participate in Agile ceremonies and contribute to continuous improvement as part of an active Agile team.
• Collaborate with team members to monitor the system, maximize uptime, and analyze issues.
• Document resolutions for future reference in similar situations.
• Alert clients and IT staff to issues and help troubleshoot.
• Rotate with Tier II support to assist users with system issues.
• Learn new technical skills to support the program.

Skills

Windows OS troubleshooting

Agile Scrum

Jira knowledge

Communication skills

Team collaboration

Remote work adaptability

Education

Associate's degree

Bachelor's degree in Computer Science

Tools

Confluence

BeyondTrust

Job description

System Support Analyst, #1114

Clearance: Ability to obtain the required government Public Trust security clearance

Location

Hybrid D.C. Metro Area

Hours

Monday - Friday 12 PM to 8 PM EST

Join Dev Technology Group as a System Support Analyst, where you will play a key role in supporting a system that automates critical processes for our government customer and noncitizens in the US. This role requires a strong understanding of Microsoft Windows 11 OS and the ability to provide client-side application support. You will work independently and collaboratively, contributing to an important government mission.

What You'll Be Doing

• Participate in Agile ceremonies and contribute to continuous improvement as part of an active Agile development team.
• Collaborate with team members and stakeholders to monitor the system, maximize uptime, and analyze issues and trends.
• Identify and document resolutions for future reference in similar situations.
• Alert clients, client IT staff, and team members to issues, and work with them to troubleshoot problems.
• Rotate with team members on Tier II support, assisting users with system issues and questions.
• Learn new technical skills as needed to support the program.

Required Education, Experience & Skills

• Associate's degree and at least 2 years of work experience providing system support
• Passion for solving complex software challenges with the ability to research a problem, identify a root cause, and recommend/implement a solution
• Comprehensive understanding of the Windows operating system and experience troubleshooting the Windows OS and desktop hardware issues
• General understanding of registry settings and group policies
• Basic understanding of Active Directory and Networking concepts
• Excellent written and verbal communication skills
• Strong interpersonal skills with the ability to practice diplomacy and professionalism
• Ability to work independently and as part of a team, demonstrating initiative and following directions as needed.
• Solid organization and time management skills, with the ability to prioritize tasks to meet deadlines in a fast-paced environment
• Experience working in an Agile Scrum environment, using Jira or a similar tool
• Ability to collaborate with team members to meet or exceed client needs and expectations
• Aptitude for picking up technology quickly with a desire to progress
• Comfortable working in a remote environment
• Detail-oriented and capable of producing a high level of accuracy

Preferred Education, Experience & Skills

• Bachelor's in Computer Science or related field
• Possession of a current ICE clearance or any other DHS clearance
• Experience supporting a Federal Government client
• Experience updating and leveraging a knowledge base
• Experience with Confluence
• Experience with BeyondTrust or other remote assistance software
• Ability to create PowerShell scripts
• CompTIA + and/or CompTIA Security + certification or equivalent certification
• Experience in undergoing Security Audits and writing Security SOPs, as well as knowledge of/compliance with NIST controls

Our estimated salary range for this position is $56,000 - $106,000. This presented salary range is not a guarantee of compensation or salary. Offered salary is based on experience, geographic location, and possibly contractual requirements as appropriate to the role. *Salary could fall outside of this range

Who We Are

Dev Technology is a growing IT company with an employee-centric culture that works on mission-critical projects for the federal government. We partner with our federal customers to deliver technology services and solutions, and to drive our client's missions forward through innovation. We use Agile and DevSecOps principles to provide services including application development, biometrics and identity management, cloud and infrastructure optimization, IT and legacy modernization, and data management.

Benefits and Recognition

• Generous and flexible time-off policy
• Flexible work schedules and telework options, including remote work availability for eligible projects
• Career development opportunities including a mentorship program, technical and management training through Dev University, hands-on learning through DevLab, tuition reimbursement, and paid training opportunities
• Industry-leading benefits including a choice of two health plans that include dental and vision, flexible spending account, commuter benefits, life insurance, and more
• 401K matching with a 5% matching contribution
• Regular team and company social events including our annual party, happy hours, fitness challenges, and more
• A focus on community engagement including company wide support activities, employer match for donations, and time off for volunteer efforts