Help Desk Tier I (Secret Clearance Required)

The Quality Analyst (IT) supports the PVS Intelligence core mission areas by planning for and providing services through appropriate use of the people, equipment, technology, and infrastructure resources of the GDIT.

This position is part of the IT Technology Development division within the PVS Intel organization.  This position performs the following functions:

o   Performs a variety of duties in support of a computer and/or client server unit. Reviews input data to verify adequacy and appropriateness of material required for data processing and related operations. Reviews output data to verify completeness, accuracy, and conformance to quality standards and specifications. Maintains internal records and reviews daily processing logs.

o   Participates and supports process improvement initiatives.  Assesses programs/projects to identify process concerns through process audits and observations.  Provides operational assistance to address and resolve actions necessary for process compliance.

o   Plans, executes, and provides recommendations for preventative maintenance.

o   Understands system tasks (e.g., loading software, rebooting, VPNs) in support of hardware maintenance and operations functions.

o   Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

o   Works with system administrators and developers to ensure services/incidents are completed.

o   Superior organizational skills needed to create files, document, maintain and protect sensitive/PII data/information and proprietary reports, resulting from integrity queries/investigation.

o   Creates and maintains SOPs or other guides to assist with troubleshooting.

o   Works with the Training Manager to create/edit courses, reset passwords, and graphics or visuals.

o   Anticipates other duties as assigned and assists during periodic surges of Customer workload.

o   Provides technical support to Nationwide staff, must have flexibility to work hours to accommodate varied time zone coverage.

Desired Requirements:

o   Secret clearance is required to start, must be eligible to obtain a Top Secret.

o   Preferred Bachelor’s degree or an equivalent combination of education and work experience.

o   Excellent time management and organization skills.

o   Knowledge of the Intel Background Investigation Process / prior or current experience in this field is a plus.

o   Must be proficient in MS Excel, Access and Adobe Flash