Management Analyst

Position Title: Management Analyst
Req ID: 2481
Work Location: San Antonio, TX
Minimum Clearance: Secret

This position is Contingent upon award expected on or by 12/1/2024

Superlative Technologies, Inc. (SuprTEK) is seeking candidates for a Management Analyst position supporting Defense Health Agency in San Antonio. As a Management Analyst specializing in Incident Management, you will be responsible for establishing, maintaining, and monitoring incident queues to ensure quick resolution and escalation of all incidents assigned to site-based support groups via the MHS ServiceNow IT Service Management (ITSM) tools. You will provide technical assistance, support, and advice to end users for hardware, software, and systems through hands-on support or remote applications such as phone, email, or chat. This role will be a Full-Time onsite position at Joint Base San Antonio (JBSA).

Responsibilities:

• Incident Management and Resolution: Establish, monitor, and manage incident queues in MHS ServiceNow ITSM tools to quickly address and escalate incidents. Provide technical resolution and answer user questions for hardware, software, and systems.
• Customer Communication: Professionally communicate with customers, explaining technical information in a way that non-technical users can understand. Maintain excellent customer service during all interactions.
• Desk Side Support: Provide on-site support for LAN, WAN, wireless LAN, software, hardware, network, administrative tasks, VPN, and special projects. Support both Non-Classified Internet Protocol Router Network (NIPRNet) systems and Classified Secret Internet Protocol Router Network (SIPRNet) desktops or connectivity as needed.
• Workstation/Laptop Maintenance: Maintain operational baselines for workstations and laptops, adhering to DHA policies and performing risk reviews as required by DHA Enterprise Support Teams or DoD directives.
• Hardware Support: Troubleshoot, integrate, configure, and install authorized hardware, software, and peripherals. Assist with equipment staging, burn-in, installation, and testing as needed.
• User Support and Problem Resolution: Resolve user issues with computer software, hardware, and operating systems. Act as a point of contact for users experiencing technical problems and escalate complex issues to the appropriate MHS ServiceNow assignment group.
• Emergency Request Management: Manage emergency requests for out-of-cycle incidents to resolve service outages or severe service degradation. This includes addressing service failures, hardware and network issues, software outages, security incidents, power outages (planned or unplanned), HVAC issues, and water outages. As an IT Service Desk Specialist, you will play a crucial role in maintaining the operational efficiency of IT systems by providing comprehensive support to users and ensuring their access to essential networks and applications.

Qualifications and Education Requirements:

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Active DoD Secret Clearance required.
• Experience with incident management and IT service management tools, particularly MHS ServiceNow.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Proficiency in providing deskside support for LAN, WAN, VPN, and hardware/software troubleshooting.
• Ability to maintain and troubleshoot workstation and laptop baselines, adhering to DoD/DHA policies.

Preferred Skills:

• Experience with emergency request management and responding to urgent service outages or degradations
• Strong consulting and communication skills with demonstrated ability to work collaboratively across fast-paced and dynamic teams and at various levels of leadership.
• Strong understanding of Joint Health Service Support or Defense Health Agency processes.
• Superior verbal and written communication skills.
• Proven ability to present effectively to senior government officials.
• Ability to work collaboratively and proactively with customers and program office members in a multi-vendor environment.
• Willingness to serve in various ad hoc roles, including contributing to proposal efforts and participating in hiring processes.

About SuprTEK

Since 1996, SuprTEK has performed exceptionally well on a multitude of DoD and government agency contracts. SuprTEK is an IT Engineering and Professional Services firm focused on helping the DoD and government agencies assure mission success by delivering exceptional solutions with proven results. Our Corporate Headquarters is in Ashburn, Virginia with a wide array of opportunities throughout the DC Metro Area. We also have a strong presence in the St. Louis Metro East area and other locations.   

SuprTEK provides competitive compensation and a comprehensive benefits package (Including but not limited to Health, Dental & Vision, 401(k) match, Training, and PTO). We have recently won #124 place of the Top 500 Fastest Growing Companies rated by Inc. Magazine and Comparably’s Top Workplace awards, including Best Perks and Benefits, Best Company Culture, Best Company Compensation, Best CEO’s for Diversity, Best CEO’s for Women, Best Company Outlook, and Best Place to Work in the DC Metro Area.

SuprTEK does not require employees to be fully vaccinated against COVID-19; however final vaccination requirements will depend on customer site requirements.

SuprTEK is an Equal Opportunity Employer