aXseum Inc. seeks a highly motivated and experienced Help Desk Analyst to support a Defense Threat Reduction Agency (DTRA) mission in Albuquerque, NM or Fort Belvoir, VA. This position will support the Defense Stockpile Management Systems (DSMS) which includes: Defense Integration and Management of Nuclear Data Services (DIAMONDS), Joint Application Design Environment (JADE), Nuclear Inventory Management and Cataloging System (NIMACS), Government Acceptance Testing (GAT), and DIAMONDS Accountability Training System (DATS).

Job Description Summary:

User support Analyst provides technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software.

Essential Duties and Responsibilities:

• Provides immediate support on all asset accountability issues identified by users
• Provides business hour network monitoring, and 24/7 call-in support (on-call support on weekends and after normal business hours of 0500-1900 EST)
• Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as, determine if there are sufficient controls to escalate issues according to priority
• Develops applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials, and conducting training either on-site or over-the-phone.
• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions
• Access databases using Toad for Oracle and Oracle SQL Plus to research and rectify accountability issues
• Provides system and status updates to client
• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users
• Provides technical assistance and supports for incoming queries and issues related to computer systems, software, and hardware; walks customers through problem-solving process; follows up with customers to ensure issue has been resolved
• Performs user account management
• Collect and evaluate incident reporting practices and operations
• Manage IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library)

Required Knowledge, Skills, and Abilities:

• Must obtain Security+ certification within 6 months of start
• Must obtain Nuclear Weapons Accountability knowledge within 90 days of start
• Performs day-to-day functions with attention to detail
• Ability to adhere to deadlines and perform well under pressure
• Ability to work both independently and within a team

Desired Qualifications:

• Nuclear Weapons Accountability Experience
• Security+

Minimum Education and Experience:

• BA/BS or equivalent, 2+ years of experience
• Minimum DoD Secret Clearance

aXseum Inc. and its subcontractors shall abide by the requirements of 41CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.