IT Support Analyst

Kaimetrix is seeking an IT Support Analyst, supporting the Program Executive Officer for Simulation, Training, and Instrumentation (PEO STRI).

The IT Support Analyst will be responsible for providing technical assistance and support to the PEO STRI internal users by resolving IT issues promptly and ensuring the smooth operation of IT systems and infrastructure.

Responsibilities:

• Serve as the first point of contact for technical support requests from internal users, including troubleshooting hardware, software, and network issues via phone, email, or in person.
• Diagnose and resolve technical problems in a timely manner, escalating complex issues to senior IT staff as needed, and following up with users to ensure satisfactory resolution.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment, ensuring optimal performance and reliability.
• Provide assistance with software installation, upgrades, and patches, and troubleshoot issues related to operating systems, productivity applications, and specialized software tools.
• Manage user accounts and permissions, including password resets, access requests, and account provisioning/deprovisioning, in accordance with company policies and procedures.
• Document technical support activities, including issue resolution steps, troubleshooting techniques, and user feedback, to maintain accurate records and facilitate knowledge sharing within the IT team.
• Contribute to the development and improvement of IT support processes and procedures, and participate in training sessions to enhance technical skills and knowledge.

Experience, Education & Training:

• Proven experience in a technical support role, with strong troubleshooting skills and the ability to diagnose and resolve hardware and software issues.
• Solid understanding of desktop operating systems (e.g., Windows, macOS) and common productivity applications (e.g., Microsoft Office suite).
• Familiarity with network protocols, basic network troubleshooting, and wireless technologies.
• Excellent customer service and communication skills, with the ability to interact professionally with users at all levels of the organization.
• Strong attention to detail, organizational skills, and ability to prioritize tasks in a fast-paced environment.
• A+ or Net+  (IAT-I) certification (or IAT-I equivalent).
• Ability to obtain an agency clearance.

Kaimetrix, L.L.C. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.