TS/SCI Systems Analyst — VIP Support & Incident Management

Akima, LLC; Tampa (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

Compass Point, an Akima company, is seeking a Systems Analyst to work on-site in Tampa, FL. The role involves supporting end-users, diagnosing and remediating hardware, software, network, and application issues for a large enterprise and USSOCOM customers.

The candidate will conduct systems analysis, evaluate recurring incidents, and contribute to enterprise support procedures in alignment with ITIL standards. Knowledge of Dameware, RDP, and Terminal Services is valued.

Qualifications

• Must possess current Top Secret clearance with SCI eligibility (TS/SCI).
• Must have DoD 8570 IAT Level I certification.
• Must be able to maintain DoD 8570 IAT Level I certification via continuing education requirements or re certification.

Responsibilities

• Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 70,000+ customer enterprise.
• Provide VIP level support to USSOCOM executive level users and staff.
• Troubleshoot issues related to Windows OS and MS Office, email, and hardware/peripherals via telephone.
• Document, track, resolve and report problems using Remedy AR System.
• Manage Active Directory accounts, submit changes to file management and peripherals, and escalate network incidents as needed.
• Determine appropriate teams to resolve complex problems and assign tasks accordingly.
• Install, maintain and troubleshoot server, network, system and application issues.
• Operate Dameware, RDP and Terminal Services for remote support and monitoring.
• Conduct incident management activities including trending, prioritization and escalation when necessary.
• Perform ITIL incident management duties involving incident classification and impact assessment.
• Develop knowledge articles and technical standards based on recurring incidents.
• Exercise independent technical decision-making for diagnostic methods and remediation actions.
• Perform other duties as required.

Skills

Troubleshooting

Customer support

Incident management

ITIL

Education

Top Secret clearance with SCI eligibility (TS/SCI)

DoD 8570 IAT Level I certification

Continuing education / re-certification for DoD 8570 IAT Level I

Tools

Remedy AR System

Active Directory

Dameware

RDP

Terminal Services

Job description

Compass Point, an Akima company, is seeking a Systems Analyst to work on-site in Tampa, FL. The role involves supporting end-users, diagnosing and remediating hardware, software, network, and application issues for a large enterprise and USSOCOM customers.

The candidate will conduct systems analysis, evaluate recurring incidents, and contribute to enterprise support procedures in alignment with ITIL standards. Knowledge of Dameware, RDP, and Terminal Services is valued.