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Akima · 16 hours ago

IT Analyst IV (Team Lead)

Aberdeen Proving Ground, MD

Full-time

Hybrid

Mid, Senior Level

$75K/yr - $76K/yr

5+ years exp

SAVA is an Alaska Native Corporation dedicated to supporting its shareholders and providing global solutions to government customers. They are seeking an IT Analyst IV (Team Lead) to support the U.S. Army Test and Evaluation Command, responsible for managing IT hardware deployments, leading a Help Desk team, and ensuring exceptional customer service.

ConstructionConsultingCyber SecurityInformation TechnologyLogisticsManagement ConsultingSupply Chain ManagementTechnical Support

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Deploy and configure IT hardware including desktops, laptops, tablets, monitors, and printers by installing operating system images and specialty software to resolve technical issues

Use automated trouble ticketing software to track, resolve, and report incidents; perform software and data backups and restores on client devices; troubleshoot and resolve client network and wireless connectivity issues; and generate reports using the ticketing system

Perform testing, analysis, and repair of computer hardware and software to diagnose and resolve system malfunctions

Manage large-scale, time-sensitive organization-wide hardware and software deployments; coordinate with vendors for hardware maintenance and repairs; and maintain accurate inventory and status tracking of computer systems

Coordinate with ATC and ATEC technical points of contact to coordinate troubleshooting

Lead by example by demonstrating punctuality, enforcing and adhering to regulations, maintaining professionalism, being proactive, and emphasizing excellence in customer service

Take ownership of Help Desk contract deliverables; upload and manage service desk data in SharePoint Online and Power BI; review Help Desk reports and implement actions to improve team performance; submit monthly Quad charts to the Program Manager; and maintain accountability for special projects

Supervise the team by managing personnel schedules and coverage, overseeing onboarding and cross-training, assigning tasks and projects, and resolving problems or roadblocks

Serve as a liaison to government leadership and subject matter experts

Maintain accountability for team members

Track technicians’ PTO and appointments to ensure accurate timekeeping

Help Desk Touchbase with government and contract PM: provide updates, raise questions, and discuss issues

Receive updates from government: answer questions and note action items for follow-up

ATEC Lead Tag-up: share important updates, issues, and PTO

Hotwash Meeting: provide updates from prior meetings and address issues needing reminders or additional training

IAVA Meeting participation

Approve timesheets

Run AQL/Software reports (compiled at 10:00 AM)

Update telework schedule: post in channels and print for the team

Generate LAPS Password Report

Submit Quad Chart Report

Qualification

DOD Secret security clearanceIAT Level II certificationServiceNow knowledgeIT hardware deploymentTrouble ticket systemsMicrosoft 365 SuiteCustomer service skillsTeamwork abilityCommunication skills

Required

Active DOD Secret security clearance

Active certification IAW DoD 8570.1 directive - IAT Level II (e.g. Security+, CySA+, GSEC, GICSP, CCNA Security, SSCP, CND)

Relevant education/experience requirements: 1+ years with Masters in directly related field, 3+ years with Masters in non-directly related field, 5+ years with Bachelors in directly related field, 7+ years with Bachelors in non-directly related field, 8+ years with Associates, 10+ year with no degree

Experience deploying IT hardware, including desktops, laptops, tablets, monitors, and printers

Skilled in configuring IT hardware, resolving technical issues, and installing/configuring operating system images and specialty software on customer devices

Proficient in using automated trouble ticket systems and generating reports from the software

Experience in performing software and data backups and restores on client devices

Skilled in troubleshooting and resolving client network and wireless connectivity issues

Experience in testing, analyzing, and repairing computer hardware and software malfunctions

Experience in planning and executing large-scale, time-sensitive hardware/software deployments organization-wide

Experience in coordinating with vendors for hardware maintenance and repairs

Experienced in managing inventory and tracking the status of computer systems

Proven ability to lead a Help Desk team of five or more personnel

Experience in creating and providing management reports and analyzing unresolved trouble tickets

Proficient in Microsoft 365 Suite, MS Project, Visio, and Adobe Acrobat/Professional for document creation

Preferred

Strong IT troubleshooting skills with experience training junior technicians

Knowledgeable about the ServiceNow ITSM suite of modules

Customer service focused and outstanding communication skills

Ability to work in a team environment and independently

Ability to adhere to government policies and requirements

Benefits

The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits.

Paid Time Off (PTO) is offered to regular full-time and part-time employees.