Helpdesk Analyst

Program Overview

  • USDA is utilizing several software tools as part of its Continuous Diagnostic Monitoring (CDM) program. The deployed CDM tools are required to be available for USDA agency users to interact with and as such ISC must ensure that there is a tier 1 presence available for user interaction and basic system troubleshooting. We are seeking an experienced professional who has prior experience in providing Tier1 Helpdesk support. 

    The individual would be responsible for:

  • Staff a tier 1 helpdesk supporting CDM phase 1 deployed systems
  • Enter, and respond to tickets within the ASOD service ticketing system
  • Respond, and troubleshoot basic issues on the system as identified or reported
  • Monitor systems for performance or security issues
  • Monitor system for configuration changes
  • Ensure adherence to ISC Change Management process and procedures
  • Respond to information requests by ISC management
  • Forward documented customer requests to appropriate technical staff
  • Attend meetings at the request of ISC and take notes as requested
  • Notify ISC Management and customers of unscheduled production outages
  • On an as needed basis provide technical input to Audit findings and POA&Ms
  • Provide input to the strategic and tactical planning process upon request
  • Proactively recommend changes and/or enhancements to ISC security applications to provide better efficiency, productivity, stability, and/or cost savings within the larger scope of each projectís design requirements

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Equal Opportunity Employer