The Help Desk Analyst must be able to meet the key criteria below:

1. Location: 100% remote
2. Years’ Experience: 4+ years
3. Education: Bachelor’s degree
4. Security Clearance: Must possess active Secret or Top-Secret security clearance
5. Work Authorization: Must show that applicant is legally permitted to work in the United States.
6. Employment Type: Full-Time, W-2
7. Key Skills:
   • Experience operating or supporting SCORM-compliant Learning Management Systems;
   • Experience with the Seaware LMS that supports training at the Navy Undersea Warfare Center (NUWC) a bonus
   • Customer service focused with ability to provide accurate, timely, and professional resolution on all supported issues
   • Ability to diagnose and resolve technical issues and escalate when appropriate.
   • Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment     

Overview

Do you want to help build a portfolio of next-generation mobile-enabled data collection systems and enterprise portals? As a Help Desk Analyst, you will provide technical support to the Department of Navy personnel regarding technical aspects of assigned products. Level II technical support primarily focuses on access control software and related infrastructure.

Responsibilities

• Answers specific questions about installation, operation, configuration, customization and usage of assigned products.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to senior level contract support team members.
• Level II knowledge of hardware and/or software products required.
• Experience with the access control processes and systems
• Knowledge of cloud based containerized environments.
• Knowledge of remote environments which have intermittent connectivity with the host systems.
• Knowledge of Navy ship-based network, computer systems and communications.
• Typically involves use of problem management database and help desk system.

Qualifications

• Must currently posses an active Secret or Top-Secret security clearance
• Minimum of 4 years of experience as a Helpdesk Specialist with at least 2 years in multi-server environments, customer service experience, or equivalent training and experience.
• Bachelor Degree required
• Current or previous DoD experience
• Must have experience operating or supporting SCORM-compliant Learning Management Systems
• Experience with the Seaware LMS that supports training at the Navy Undersea Warfare Center (NUWC)
• Experience with NIPR environments.
• Understanding and experience with Information Management and Cyber Security related processes and requirements (AR 25-2, NIST 8500.2, NIST SP 800-53/A, and NIST SP 37/A).
• Experience with the Course and Learning Management System (LMS) software - Seaware is a plus.
• Experience with the DevOps software Gitlab and the software development life cycle is a plus.
• Experience with AWS (Amazon Web Services) cloud environment is a plus.
• Understand and utilize ITIL processes (Incident, Problem, Change, etc.)
• Must be customer service oriented.
• Excellent verbal and written communication skills

Physical Demands

Position consists of sitting for long periods of time, bending, stooping, crouching, and lifting up to 20 pounds. Frequently uses hands/fingers for manipulation of keyboard and mouse.

Work Environment

Work is performed primarily indoors in a well-lit office environment. The environment is normally air conditioned, but conditions may change dependent upon circumstances. Work may need to be performed in a fast-paced environment requiring quick thinking and rapid judgements. Employee will be exposed to a wide variety of clients in differing functions, personalities, and abilities.

About IBR
Imagine Believe Realize, LLC (IBR) is an emerging small business focused on delivering software and systems engineering solutions to government and commercial clients. Our talent acquisition strategy is tailored to career seeking candidates who embrace continuous learning and desire to grow as a professional in the software/systems engineering industry. We strive to enhance our team members ability to thrive in the workplace by creating a proper work/life balance and first-class benefits package that includes:

• Nationwide medical, dental, and vision insurance
• 3 weeks of Paid Time Off and 11 Paid Federal Holidays
• 401k matching
• Life Insurance, Short-Term Disability, and Long-Term Disability at no cost to our employees
• Flexible spending accounts and Dependent Care spending accounts
• Wellness incentives
• Reimbursement for professional development and certifications
• Training assistance opportunities

Upon hire and in compliance with federal law, all persons hired are required to verify identity and eligibility to work in the United States, and to complete the required employment eligibility verification and background check. IBR is a Federal Contractor.

Imagine Believe Realize, LLC is proud to be an Equal Opportunity and Affirmative Action Employer. We do not discriminate based upon race, age, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.”
Learn more at http://www.teamibr.com

If alternative methods of assistance are needed with the application process, additional contact information has been provided below:

info@teamibr.com
407.459.1830