Service Desk Analyst

at  BlueWater Federal Solutions

Overview:
BlueWater Federal is seeking a talented Service Desk Analyst to support our Department of Energy program.
The effort will focus on a wide range of IT services through migration to the Intelligence Community (IC) information sharing, secure cloud-based operational environment, the Intelligence Community’s Information Technology Enterprise (ICITE) along with an array of technical expertise and analytical support which allows DOE and the United States Intelligence Community (USIC) to detect, protect, mitigate, and counter hostile threats directed against DOE networks and critical national assets.

Responsibilities:

• Provide Tier 1 and Tier 2 Help Desk support to user community (phone, email or drive-by)
• Follow established processes, using Active Directory to reset user passwords, create/delete user accounts and assign account privileges
• Utilize remote access tools such as DameWare, Jabber, Microsoft Teams to resolve issues
• Utilize Ticket Web (JIRA) to log tickets
• Document and update known fixes for future reference in knowledge base
• Perform WebRAO duties to issue PKI certs for secure browsers
• Onboard new employees and train on system
• iPhone 13 and tablet support (set up email access)
• Daily checks and performance monitoring to ensure system integrity, documenting and reporting alerts per established processes
• Assign, activate, troubleshoot and reset RSA Tokens
• Entrust Administrator duties (create, restore and troubleshoot accounts)
• Escalate Issues as needed to Tier 3 (Server, Exchange, Network, SharePoint) Teams

Qualifications:

• 5+ years of IT experience
• Must have an active Top Secret with ability to obtain a Q and SCI clearance

BlueWater Federal Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability

• Provide Tier 1 and Tier 2 Help Desk support to user community (phone, email or drive-by)
• Follow established processes, using Active Directory to reset user passwords, create/delete user accounts and assign account privileges
• Utilize remote access tools such as DameWare, Jabber, Microsoft Teams to resolve issues
• Utilize Ticket Web (JIRA) to log tickets
• Document and update known fixes for future reference in knowledge base
• Perform WebRAO duties to issue PKI certs for secure browsers
• Onboard new employees and train on system
• iPhone 13 and tablet support (set up email access)
• Daily checks and performance monitoring to ensure system integrity, documenting and reporting alerts per established processes
• Assign, activate, troubleshoot and reset RSA Tokens
• Entrust Administrator duties (create, restore and troubleshoot accounts)
• Escalate Issues as needed to Tier 3 (Server, Exchange, Network, SharePoint) Team