Jr. Level Service Desk Analyst/System Administrator

CRL Technologies has an onsite opportunity in Lexington Park, MD for an entry-level Service Desk Analyst/System Administrator who serves as the program office focal point for IT and information assurance inquiries. In this role, you will troubleshoot and help resolve user, hardware, software, and configuration issues, escalating when deeper IT and IA expertise is required. The position operates in an environment that requires a Final DoD Top Secret clearance.

Role overview

• Act as the program office entry point for all IT and information assurance requests, concerns, and issue reports.
• Interact with program office customers to determine the root of reported problems.
• Work as an active member of the IT team, assisting with resolution and participating in IT activities as assigned.

Responsibilities

• Resolve hardware, software, configuration, or user issues when possible, and elevate complex matters to the appropriate IT and IA teams.
• Track issues through to completion.
• Prepare training materials, including training manuals and responses to frequently asked questions, and deliver user training for common issues.
• Support the selection and fielding of ITSM software, including involvement as needed.
• Develop, maintain, and report ITSM metrics.
• Administer Jira, Confluence, and other products to meet user needs, including creating accounts, projects, spaces, and workflows, and assisting users when problems arise.
• Perform system administration tasks such as configuring or moving user systems, labeling connections appropriately, and assisting system administrators with their tasks.
• Develop documentation for system changes, including Software Request Forms, Hardware Maintenance Forms, and Configuration Control Board paperwork.
• Create and maintain documentation for information systems, such as system build guides and maintenance logs.
• Participate in the ITAM process, including inventorying and maintaining hardware assets, maintaining software asset inventory including licenses, and supporting configuration audits.
• Provide Assured File Transfer (AFT) across security domains between classified networks in line with documented policies and procedures.
• Assist with the management of COMSEC keying material and equipment for multiple locations, following applicable policies and guidelines.

Requirements

• High School diploma or GED.
• Minimum of one year of experience performing the duties described in the position description.
• Meet IAT Level I certification requirements (provide certifications) or obtain certifications no later than six months after acceptance, in accordance with DoD 8570.01M, DoD 8140, and DoD 5239.2.
• Customer service focused attitude and frequent interaction with system users.
• Final DoD Top Secret clearance.

Technologies

• Jira, Confluence, ITSM software, Jira Service Management, CMDB software
• Assured File Transfer (AFT), COMSEC

Additional notes

• Location: On-site Patuxent River, MD. Telework is not offered.
• Estimated travel: 10%.
• Salary range: $55,000 - $95,000 per year, set based on experience, education, and contractual requirements.
• Experience substitution for education is not allowed.