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Service Desk Analyst

STS.ServiceDeskAnalystARCYBER (2)

Website SOFtact Solutions

Cybersecurity and IT Training

Service Desk Analyst – ARCYBER

Position Location: United States Army Cyber Command – Fort Gordon, Augusta, GA


Description: SOFtact Solutions is seeking a Service Desk Analyst to join our team in providing our customers with the latest technologies in cloud, cyber, software development, and virtualization to enhance intelligence collaboration. Service Desk personnel will work with System Administrators, customers, and other Operations staff to help resolve issues. This position will utilize monitoring tools to track events, alerts, and incidents. This role will provide support and guidance on event impacts to the cloud solution supporting our customers at United States Army Cyber Command located on Fort Gordon.


This position requires a TS/SCI security clearance with Full Scope Polygraph Eligibility.


Education: Bachelor’s degree in Computer Science, STEM, or related technical field


Qualifications: 5+ years of experience providing IT support with IT services or event monitoring systems within the production environment:

  • Mentor, train, and support junior Service Desk Administrators
  • Write initial Service Desk documentation and update existing documentation
  • Troubleshoot, document, and, if unable to resolve, transfer incident to Desktop Initiative Tier II or back to the appropriate customer Service Center
  • Serve as an escalation point for event monitoring
  • Monitor, evaluate, and remediate any system health concerns of event monitoring systems within the production environment
  • Identify issues and recommend improvement processes to manage event thresholds
  • Update and maintain configuration and recovery documentation for designated systems
  • Monitor and manage performance and availability standards of the technical solutions through continual service improvement
  • Support Incident Management and workflow
  • Update and maintain documentation of all processes associated with administration of duties assigned
  • Ensure event thresholds, error conditions, and system events are promptly and appropriately configured
  • Provide on‐the‐job training to Service Desk as required
  • Develop reports for senior management as required
  • Perform Service Desk support as required
  • 2+ years of technical experience in the following areas:
  • Microsoft systems event administration/management
  • Configuration and optimization of a Microsoft event management solution
  • System Administration in a classified IT organization
  • Microsoft System Center Operations Manager (SCOM)
  • Calibration and management of event thresholds
  • Knowledge of event management features such as agentless monitoring, management packs, and discovery tools
  • Effective communicator with a team-focused, collaborative attitude
  • CompTIA Security+ce


Administration and sustainment experience in the following disciplines:

  • IT Service Health and Analytics
  • IT Performance and availability management
  • Use of the Microsoft Windows PowerShell scripting engine to automate tasks with System Center Operations Manager
  • Configuring of Distributed Applications
  • Configuring of Management Packs
  • Technical documentation skills
  • Strong analytical skills
  • Experience with maintenance and troubleshooting of complex high availability systems
  • Microsoft Certified Technology Specialist (MCTS): System Center Configuration Manager certification
  • DOD 8570 certification


Clearance: TS/SCI with Full Scope Polygraph Eligibility


SOFtact Solutions is an equal opportunity and affirmative action employer. We consider applicants without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other category protected by federal, state or local law.