Client Tech Analyst, IV

Job Type:

Client Tech Analyst, IV

RAND seeks a Client Tech Analyst, IV to provide technical administrator support and expertise for Windows and Apple devices, Microsoft Office 365 applications, and other applications for enterprise use.

May perform any or all of the following duties:

• Works well independently with minimal supervision.
• Collaborates with technical staff, including the diagnosis and troubleshooting of networking, PC hardware, and software problems.
• Based on client or company needs, evaluates and recommends network, hardware, and software. Recommendations should include technologies, designs and configurations for maximum functionality, security, and minimal cost.
• Performs computer configuration, data transfers, account management, compliance tasks, and maintenance of classified endpoint systems.
• Provides meeting support, user orientations, and deskside assistance to cleared staff.
• Leads small to medium projects and technology implementations in the classified computing environment.
• Receives, documents, assesses severity, and resolves client inquiries and escalates unresolved problems to appropriate staff.
• Initiates follow-up contact with client to ensure appropriate service has taken place and problem has been resolved. Takes action on outstanding/additional service required issues.
• Coordinates with internal and external resources to resolve client problems.
• Resolves initial problem through technical support and analysis, and educates clients on hardware and software usage.
• Other duties as assigned.

Basic Qualifications

• Minimum of 3 Years of experience troubleshooting technical issues working in a team environment.
• Proven technical experience with Windows systems, & network connected printers
• Usage and training experience with Microsoft Office 365 applications.
• Incident and request fulfillment handling with a demonstrated sense of urgency.
• Inventory control and equipment management experience.
• Enjoys providing great customer service in a feedback driven environment.

Preferred Qualifications

• Jira, Confluence, Workday, NetIQ, BigFix, Jamf, Adobe and PowerShell experience highly preferred.
• Project management experience.
• Excellent judgement, verbal, listening, and written communication skills with the ability to effectively communicate with IS professionals, all levels of staff, management, and contractors.

Education

• High School Diploma or GED required.
• Bachelor's degree preferred.
• Related certifications preferred.

Experience

• Minimum of 3 years of relevant experience to include roles with increasing responsibility and training.
• 5 years of relevant experience preferred.
• Must become DoD 8140 compliant within first 6 months of hire. CompTIA A +CE, Network + CE, CCNA Security, or SSCP.
• Serve as the primary point of contact between classified office personnel and the Enterprise Service Center for IT and network-related issues.
• Perform duties as a Trusted agent to issue and implement RSA tokens and PKI certificates to end users.
• Maintain IT documentation, including troubleshooting guides and FAQs.
• Assist in IT asset management, tracking hardware and software inventory within the office environment.
• Familiarity with IT service management (ITSM) tools and ticketing systems.

Security Clearance

• Must meet eligibility requirements to currently access U.S. government classified information.

Location

Washington D.C. (Arlington, VA)

Positions Open

One

Salary Range: $75,700 - $112,400

RAND considers a variety of factors when formulating an offer, including but not limited to, the specific role and associated responsibilities; a candidate's work experience, education/training, skills, expertise; and internal equity.The salary range includes base pay plus RAND's sabbatic pay (which provides additional compensation above base pay when vacation is taken). In addition, RAND provides strong benefits including health insurance coverage, life and disability insurance, savings plan, paid time-off and more.

Equal Opportunity Employer