Computer Systems Analyst (Journeyman) – Helpdesk Analyst - PD Inc

Job Description: Computer Systems Analyst (Journeyman) – Helpdesk Analyst 

Position Title: Computer Systems Analyst (Journeyman) – Helpdesk Analyst

Location: Fort Detrick, Maryland (MD)

Company: PD INC

Job Summary: PD INC is seeking a skilled and experienced Computer Systems Analyst (Journeyman) – Helpdesk Analyst to provide exceptional customer support and IT assistance as part of our contract supporting the United States Army Medical Research Acquisition Activity (USAMRAA) and the Defense Health Agency Contracting Activity (DHACA). The selected candidate will handle various IT support tasks, manage Microsoft Group Policy, ensure thorough documentation, and leverage DHA Enterprise Services to optimize IT support and business processes.

Key Responsibilities:

• Customer and Technical Support:
  • Provide day-to-day technical support to users, addressing and resolving IT issues promptly both deskside and remotely.
  • Assist in installing, maintaining, and repairing hardware and software components of the organization's computers.
  • Support network compliance and ensure systems are functioning according to guidelines.
  • Perform physical network touch labor services such as replacing Ethernet cables, connecting/replacing patch cables, and identifying physical switch ports.
• System Management:
  • Manage and administer Microsoft Group Policy, ensuring effective policy implementation and compliance.
  • Analyze technical and operational problems, identify computer requirements, and propose appropriate IT solutions.
  • Design, implement, and evaluate computer-based systems, processes, components, and programs.
• Documentation and Reporting:
  • Develop, update, and maintain comprehensive documentation, including systems configuration, standard business processes, user guides, manuals, SOPs, and other IT-related documentation.
  • Ensure all systems and configurations conform to applicable Cybersecurity and Information Assurance (IA) requirements, as defined by the Information Assurance Manager (IAM), to obtain and maintain Authority to Operate (ATO).
• Optimization and Consulting:
  • Optimize the delivery of IM/IT support services and improve organizational business processes via the utilization of DHA Enterprise Services such as the Global Service Center (GSC), Microsoft Power Platform, SharePoint, etc.
  • Provide consulting-based services focused on leveraging DHA Enterprise Services to streamline IM/IT support.
  • Support automation of business processes through the use of the Microsoft 365 Power Platform including, but not limited to, Power Apps, Power Automate, Power BI, SharePoint Online, and Teams.
• IA and Cybersecurity Support:
  • Support the IAM by conforming to DHA Security Requirements, including periodic access reviews, vulnerability scans, vulnerability mitigation, maintaining Group Policy, and maintaining Active Directory.
  • Provide comprehensive support for IA requirements such as patching, executing queries/reports on organization systems/computers, providing information for Plan of Action and Milestones (POA&M), establishing and maintaining IA service accounts, and configuration of devices to support security scans.
• Helpdesk and VTC Support:
  • Function as a Tier III helpdesk support element, providing both technical and functional support to organization personnel, including troubleshooting and resolving issues affecting staff.
  • Provide comprehensive Video Teleconferencing (VTC) systems support including the configuration and maintenance of equipment, scheduling VTC/conference bridge reservations, and facilitation of VTC meetings.

Support Scope:

• USAMRAA Mission/Vision:
  • Mission: Provide sound business advice and best value solutions to develop, deliver, and sustain medical capabilities and enhance warfighter readiness.
  • Vision: Excel in providing timely and high-quality business solutions to our customers.
• USAMRAA Background:
  • Established on July 1, 1984, USAMRAA operates under the jurisdiction of the Commanding General, U.S. Army Medical Research and Development Command.
  • USAMRAA supports approximately 230 users of information technology resources.
• USAMRAA and IMO Responsibilities:
  • The Information Management Office (IMO) installs, maintains, and repairs hardware and software components, ensuring network compliance and providing remote or on-site support.
  • The IMO's major concerns include governance of technological systems, maintenance of infrastructure, and overall systems functionality.
  • Analyzes technical and operational problems, identifies IT solutions, and ensures proper functioning of hardware, applications, and assigned subnets.
• Contract Scope:
  • Provide non-personal IM/IT support services for USAMRAA and DHACA at Building 808, Fort Detrick, MD.
  • Manage personnel, equipment, supplies, facilities, and other necessary items to perform services as described in the Performance Work Statement (PWS) and associated contract documents.

Qualifications:

• Experience:
  • Minimum of 2 years of experience providing customer support.
  • Minimum of 2 years of experience providing functional and technical IT support.
  • Minimum of 1 year of experience managing Microsoft Group Policy.
• Skills and Competencies:
  • Strong customer service and technical support skills.
  • Proficiency in managing and administering Microsoft Group Policy.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple tasks and resolve issues efficiently.
  • In-depth understanding of IT infrastructure and technology.
  • Strong documentation skills, including the ability to create and maintain detailed user guides, manuals, SOPs, and technical documentation.
  • Familiarity with PowerShell, Batch scripting, and the Microsoft Power Platform.
• Certifications:
  • Must possess a CompTIA A, Network, or Security Certification upon hire in accordance with DoDD 8140.01.

Educational Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred. Relevant certifications (e.g., CompTIA A, Network, Security) are a plus.

Work Environment:

• This position will be based in an office environment with standard work hours. Availability during Contractor Support Hours is required for IT support and issue resolution.

Application Process: Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications. 

Equal Opportunity Employer: PD INC is an equal opportunity employer and welcomes applications from all qualified individuals regardless of race, religion, gender, sexual orientation, or disability.

About PD Inc: PD Inc is a leading high-tech firm as well as an applied think tank and solutions provider.  Our team has been providing expertise and solutions to the US Government (Department of Defense, Department of State, Department of Homeland Security, Veterans Affairs, etc.) and to commercial clients for over 20-years.  

We perform software development and complex technical implementation daily.  We conduct R&D, prototyping, and develop hardware and software solutions for our clients.  Our qualified personnel--including engineers and technical managers--are capable of performing system integration, technology implementation, and services throughout the federal government and in the private sector.

We have a highly innovative environment and we foster consistent learning and growth. We encourage our employees to innovate while teaching them discipline and principles. 

PD Inc benefits include highly competitive salary, 401K, health care, paid time off, no-limit Student loan forgiveness (merit based), and we sponsor new/qualified employees for Security Clearance.

Employees can also take advantage of casual dress code, free parking, corporate discounts, and gym memberships.

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