SeKON is looking for a Management Analyst to join our talented and innovative team supporting the Defense Health Agency (DHA) in San Antonio, TX. As a Management Analyst specializing in Incident Management, you will be responsible for establishing, maintaining, and monitoring incident queues to ensure quick resolution and escalation of all incidents assigned to site-based support groups via the MHS ServiceNow IT Service Management (ITSM) tools. You will provide technical assistance, support, and advice to end users for hardware, software, and systems through hands-on support or remote applications such as phone, email, or chat. This role is crucial in ensuring efficient incident resolution and providing high-quality customer service.
With over 25 years of experience, SeKON specializes in providing large-scale health IT programs in support of federal government customers including the Centers for Disease Control (CDC), Centers for Medicare and Medicaid (CMS), Defense Health Agency (DHA), and National Institutes of Health (NIH). Our vision is "To be the premier management and technology consulting firm providing solutions that improve quality of life and work".
RESPONSIBILITIES:
- Incident Management and Resolution: Establish, monitor, and manage incident queues in MHS ServiceNow ITSM tools to quickly address and escalate incidents. Provide technical resolution and answer user questions for hardware, software, and systems.
- Customer Communication: Professionally communicate with customers, explaining technical information in a way that non-technical users can understand. Maintain excellent customer service during all interactions.
- Desk Side Support: Provide on-site support for LAN, WAN, wireless LAN, software, hardware, network, administrative tasks, VPN, and special projects. Support both Non-Classified Internet Protocol Router Network (NIPRNet) systems and Classified Secret Internet Protocol Router Network (SIPRNet) desktops or connectivity as needed.
- Workstation/Laptop Maintenance: Maintain operational baselines for workstations and laptops, adhering to DHA policies and performing risk reviews as required by DHA Enterprise Support Teams or DoD directives.
- Hardware Support: Troubleshoot, integrate, configure, and install authorized hardware, software, and peripherals. Assist with equipment staging, burn-in, installation, and testing as needed.
- User Support and Problem Resolution: Resolve user issues with computer software, hardware, and operating systems. Act as a point of contact for users experiencing technical problems and escalate complex issues to the appropriate MHS ServiceNow assignment group.
- Emergency Request Management: Manage emergency requests for out-of-cycle incidents to resolve service outages or severe service degradation. This includes addressing service failures, hardware and network issues, software outages, security incidents, power outages (planned or unplanned), HVAC issues, and water outages. As an IT Service Desk Specialist, you will play a crucial role in maintaining the operational efficiency of IT systems by providing comprehensive support to users and ensuring their access to essential networks and applications.
REQUIREMENTS:
- Bachelor's degree in Computer Science, Engineering, or a related field.
- Active DoD Secret Clearance required.
- Experience with incident management and IT service management tools, particularly MHS ServiceNow.
- Strong communication skills with the ability to explain technical concepts to non-technical users.
- Proficiency in providing deskside support for LAN, WAN, VPN, and hardware/software troubleshooting.
- Ability to maintain and troubleshoot workstation and laptop baselines, adhering to DoD/DHA policies.
- Experience with emergency request management and responding to urgent service outages or degradations
- Strong consulting and communication skills with demonstrated ability to work collaboratively across fast-paced and dynamic teams and at various levels of leadership.
- Strong understanding of Joint Health Service Support or Defense Health Agency processes.
- Superior verbal and written communication skills.
- Proven ability to present effectively to senior government officials.
- Ability to work collaboratively and proactively with customers and program office members in a multi-vendor environment.
- Willingness to serve in various ad hoc roles, including contributing to proposal efforts and participating in hiring processes.