HELP DESK ANALYST (OSB)

Performs daily computer operations within established practices and procedures that apply to the assignment in support of various application programs that affect accuracy, reliability, acceptability and timeliness of final work products.  Uses knowledge of IT principles, methods and practices to perform routine assignments in the specialty area.  Uses knowledge of performance monitoring, quality assurance principles, technical documentation, system security, and analytical methods to identify and solve routine issues and problems, prepare and update manuals and operating procedures, provide information and assistance to customers, evaluate methods and procedures, prepare recommendations and ensure appropriate security measures are observed. May work a fluctuating work schedule to complete work assignments outside of the typical workweek and work hours.

Monitors production runs and takes corrective action when a process aborts abnormally.  Maintains daily computer logs and control reports, and provides computer services related to data entry, report distribution, and file transfers. Ensures proper storage of data media in accordance with safety and security regulations.  Routes organization and Operation StormBreaker OSB customer users to the correct team to provide technical guidance for corrective actions or advice on work efforts related to Operation StormBreaker (OSB) including account management and application provisioning.  Identifies options for problem resolution.  Responsible for 1st level call resolution, escalation and logging of all inbound OSB help desk requests received by telephone, email and via the trouble ticket system (Jira, HighGear or other) and customer follow-up.  Monitors production network connectivity and may provide 1st level network administration duties.

Provides World Class Customer Service with an emphasis on courtesy.  Assists customers and communicates positively in a friendly manner.  Asks questions to determine, verify and solve problems quickly.  Checks for satisfaction on the quality of goods and services.  Alerts the higher-level supervisor, or proper point of contact for help when problems arise.  

Adheres to safety regulations and standards.  Uses any required safety equipment and observes safe work procedures.  Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor.

Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment.

This is a white-collar position where occasional lifting up to 20 lbs. may be required.
 

Three years of computer operations experience that demonstrates knowledge of and skill in using ADP equipment, Unix and Windows operating systems and both local and wide area networking. 

Microsoft and/or Cisco certifications a plus. 

Good verbal and written communication skills to deal with a variety of contacts in the organization and OSB customers. 

Applicable education may be substituted for years of experience.

GENERAL INFORMATION: Applicants are assured of equal consideration regardless of race, age, color, religion, national origin, sex, GINA, political affiliation, membership or non-membership in an employee organization, marital status, physical handicap which has no bearing on the ability to perform the duties of the position. This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be on a case-by-case basis.

It is Department of Navy (DON) policy to provide a workplace free of discrimination and retaliation. The DON No Fear Act policy link is provided for your review: https://www.secnav.navy.mil/donhr/Site/Pages/No-Fear-Act.aspx