ANALYST JOB DESCRIPTION

"Analyst" understates what this seat actually demands. Day to day, an Analyst in IT managed services owns the full incident queue - triage, escalation routing, resolution documentation - while simultaneously holding the client relationship steady under SLA pressure. Most managed services contracts define uptime commitments of 99.5% or higher, and this role is the first line of accountability when those numbers are at risk. The work requires equal fluency in technical troubleshooting and client-facing communication, spanning end-user desktop issues through enterprise application support across multiple client environments.

As the Analyst, you own the end-to-end resolution of technical incidents and service requests for managed services clients, ensuring SLA commitments are met and client confidence is maintained throughout every engagement. You operate within a tiered helpdesk structure, coordinating with team leads, technology owners, and third-party vendors to close incidents and document outcomes that inform continuous service improvement.

Career Impact: Gaining SLA accountability across multiple client environments builds the kind of cross-industry technical credibility that accelerates a path toward senior support engineering or IT service management roles.

Business Impact: Clients in Alternative Investment and Retail Banking depend on uninterrupted system access, and the Analyst's speed to resolution directly determines how well contracted uptime commitments hold under real-world conditions.

Growth Opportunity: Consistent exposure to enterprise environments - spanning Active Directory, virtual desktops, and endpoint management - expands both technical depth and the scope of client complexity you are trusted to handle independently.

• Resolve end-user technical incidents across desktop, connectivity, and enterprise application environments within defined SLA timeframes.
• Document all troubleshooting steps, incident outcomes, and support requests in the ticketing system to maintain accurate service records.
• Monitor the ticketing queue daily for prioritization, escalation triggers, and backlog health across assigned client accounts.
• Escalate unresolved incidents to senior technicians, technology owners, or third-party vendors with full context and documented steps.
• Support hardware lifecycle tasks including preparation, deployment, asset tracking, and replacement for corporate and field users.
• Mentor junior teammates by providing technical guidance, sharing resolution approaches, and modeling SLA-focused work habits.
• Communicate proactively with clients at each stage of an open incident to maintain transparency and ensure satisfactory closure.
• Enforce operating procedures and change management protocols to keep client systems documented, auditable, and compliant.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 2 or more years of helpdesk or desktop support experience, with demonstrated ability to manage multiple concurrent incidents.
• Proven ability to resolve critical technical issues under time pressure while maintaining service level targets.
• Working knowledge of enterprise directory services, endpoint operating systems, and remote support methodologies.
• Strong written and verbal communication skills, with demonstrated ability to translate technical details for non-technical clients.
• Ability to follow documented SOPs consistently while exercising sound judgment when escalation is warranted.
• Strong organizational and time management skills, with a track record of meeting rigid assignment schedules.

• Prior experience supporting managed services clients in regulated or high-availability industries such as financial services or healthcare.
• Familiarity with scripting languages for task automation in a Windows-based enterprise environment.
• Relevant industry certifications such as CompTIA A+, Network+, or Microsoft equivalents.
• Experience with remote monitoring and management platforms in a multi-client managed services context.

• Mean time to resolution per incident, reflecting speed and effectiveness of technical troubleshooting.
• SLA adherence rate, measuring the percentage of incidents closed within contracted response windows.
• Ticket documentation completeness score, tracking whether all resolution steps and outcomes are recorded per standard.
• Escalation rate per analyst, indicating how often incidents require elevation beyond the assigned tier.
• Client follow-up completion rate, measuring whether all open incidents receive a timely status update to the end user.
• Typical tools: remote support platforms (commonly ConnectWise Automate or similar RMM); ticketing systems (commonly ConnectWise Manage or similar ITSM)

• Base Salary Range: $50,000 to $72,000 annually, depending on seniority and location.
• Bonus: occasional performance bonus, typically 3 to 7% of base salary.
• Equity: not standard at this level in managed services.
• Health Benefits: medical, dental, and vision coverage standard.
• PTO: 10 to 15 days annually, plus federal holidays.
• Common Perks: On-call pay or shift differentials, certification reimbursement, and remote work eligibility for select shifts.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization in the United States is required for all candidates. Employment in this role is contingent upon successful completion of a background check. Reasonable accommodations are available to qualified individuals with disabilities throughout the application and employment process — please contact the hiring team to request assistance. All applicants are evaluated without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law.

The Operations Analyst Level 2 owns 24/7 coverage of the client Network Operations Center, delivering top-level technical support including problem resolution, technical change implementation, and SLA-aligned incident management. Working within the Managed Services team and collaborating with internal and external customers, this role ensures availability objectives are met and client expectations are consistently exceeded.

Key Responsibilities

• Understand and deliver Managed Service offerings as outlined in service descriptions and service catalog.
• Follow processes and procedures defined in the Managed Services Standard Operating Procedures manual.
• Provide top-level technical support including problem resolution, technical change implementation, and telephone and one-on-one support within defined SLAs.
• Communicate clearly and concisely with internal and external customers via phone, email, and in person.
• Provide 24/7 support to critical systems and ensure availability objectives are met.
• Respond to alerts and provide email and telephone technical support for data center and managed services clients.
• Take ownership of incidents and requests and drive them to resolution.
• Document and track troubleshooting steps, incident solutions, and support requests.
• Keep clients informed throughout the process and follow up to ensure satisfactory resolution.
• Guide and mentor less experienced teammates by providing technical support, training, and direction.

Required Qualifications

• BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline, or equivalent experience.
• Minimum 1 year of technical experience, or 2 years in a technical support or systems administration role if no post-secondary degree.
• Capable of resolving critical issues in a time-sensitive manner, cognizant of requisite service levels.
• Strong organizational, analytical, and problem-solving skills including intermediate root cause analysis.
• Customer service-focused with a high level of professionalism and ability to establish client trust and confidence.
• Ability to balance multiple priorities simultaneously and adapt to changing customer needs while meeting deadlines.
• Strong verbal and written communication and documentation skills, with ability to interact effectively with all levels including senior leadership.
• Good time management skills with ability to meet rigid and urgent assignment schedules.
• Approachable, teachable team player with a strong desire to continue learning in a highly evolving technical environment.

Embedded within the Quality Control department, the QC Analyst Level 1 executes laboratory testing in accordance with Standard Operating Procedures, cGMP guidelines, and Change Control programs, covering techniques from HPLC to complex distillation and ICP MS/OES/AA. Working closely with the Department Manager and lab team, this role ensures accurate documentation, equipment calibration, and timely preparation of test and standard solutions that uphold product quality standards.

Core Functions

• Execute and perform testing as per methods, following the company's Standard Operating Procedures, Deviations and Change Control programs, and cGMP guidelines.
• Ensure work order documentation is complete and all results are entered into the Lab Book.
• Execute daily work determined by supervisor to maintain efficient workflow and meet established due dates.
• Report testing failures immediately to the Department Manager and assist in failure investigations as instructed.
• Maintain equipment in good order and perform calibrations, qualifications, volumetric and test solution preparations, and mobile phase preparations.
• Record findings in standardized format and prepare reports and data in a timely manner.
• Prepare and standardize test solutions and standard solutions.

Qualifications and Experience

• B.Sc. in Chemistry or a Science-related field.
• 2 to 5 years of laboratory testing experience with demonstrated ability to complete complex duties.
• Experience conducting techniques such as HPLC, Nitrogen determination, Xanthan gum assay, enzyme assay, Auto-titration, Coulometric water determination, complex distillation techniques, complex extractions, and testing on ICP MS/OES/AA.
• Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
• Proven time management skills and strong attention to detail.
• Hand and eye coordination, ability to stand out and think outside the box.

Reporting to the IT Service Desk leadership, the Analyst Level delivers Level 1 and 2 remote end user technical support for managed services clients in the Alternative Investment and Retail Banking industries, covering desktop, connectivity, Citrix, Active Directory, and enterprise application issues. Partnering with interdepartmental support teams and third-party vendors, this role ensures clients receive documented, auditable, and consistently high-quality technical assistance.

Primary Duties

• Work as part of the IT Service Desk providing Level 1 and 2 remote end user technical support for managed services clients primarily in the Alternative Investment and Retail Banking industries.
• Provide remote end user support for desktop-related technical issues including IP phone, desktop, connectivity, and desktop applications.
• Install, upgrade, remove, repair, and replace desktop applications and user workstations.
• Perform application packaging, desktop patching, Citrix administration and support, and mobile device administration and support.
• Troubleshoot general computer and server problems, performance issues, and issues with browsers and plug-ins.
• Provide enterprise printing support, enterprise application support, and email platform support for Exchange, Office 365, and Lotus Notes.
• Support virtual desktop environments and Active Directory across multiple client platforms.
• Follow defined operating procedures to ensure clients, systems, and information are properly documented and auditable.
• Perform direct follow-up with clients regarding remediation and track client issues to ensure closure.

Skills and Qualifications

• Bachelor's degree preferred.
• 2 to 5 years of desktop support and helpdesk experience providing level 2 end user support.
• Experience with Windows 10, 8, and 7, Microsoft Office, Office 365 Administration, PC hardware, backup products, disk imaging platforms, VPN clients, registry settings, Group Policy, and anti-malware products.
• Experience with Citrix, PowerShell scripting, remote connectivity tools, presence and collaboration tools including Teams and SharePoint, and mobile device support for iPad, iPhone, and Android.
• Working knowledge of DNS, Internet infrastructure, IP informational tools, Internet email including SMTP and MX records troubleshooting, and virtual contact center platforms.
• Knowledge of ticketing systems with ConnectWise preferred, and experience with ConnectWise Automate Remote Monitoring and Management strongly preferred.
• Client-focused with strong problem-solving skills, critical thinking ability, attention to detail, and excellent verbal and written communication skills.
• Ability to work flexible schedules including nights, weekends, or holidays as required.

Sitting at the intersection of hardware and software support, the Analyst Level provides helpdesk coverage for corporate employees, distribution centers, and retail store locations, managing SCCM deployments, PowerShell-based task automation, asset tracking, and point-of-sale hardware preparation. Operating across internal engineering teams, on-field service technicians, and external vendors, this role enables reliable technology operations that sustain store projects and corporate workflows.

Duties

• Document trouble tickets coming into the helpdesk via phone, email, or other sources.
• Analyze, troubleshoot, and action all issues from corporate, distribution center, and store locations.
• Identify and escalate situations requiring urgent attention and advise end users of actions being taken.
• Prepare hardware including laptops, desktops, point-of-sale devices, and other hardware for corporate, distribution center, field users, and stores.
• Track all hardware movements through the asset management system and manage overall SCCM Distribution Points.
• Create and manage machine and device catalogs, collections, software deployment packages, task sequences, operating system deployments, and patch management via SCCM.
• Create reports using native SCCM reporting tools and SSRS, and utilize PowerShell scripts for task deployment and data gathering.
• Manage SCALA digital signage software and Ysoft printing management software and printer servers.

Education and Experience

• Bachelor's degree or degree from a technical or vocational school focusing on computer and software support preferred.
• 2 or more years of software and hardware support in the IT field.
• Experience supporting Microsoft-based environments, Active Directory, and basic TCP/IP network architecture.
• Prior experience working with end customers in a technical helpdesk environment and with retail management or point-of-sale software.
• Certifications such as A+, Cisco CCNA, VMware, or Microsoft certifications are a plus.
• Superior IT problem-solving skills with a high level of customer service focus.

A key member of the Financial Reporting team, the Analyst Level supports Advanced Mission Programs by creating SAP charging structures, reviewing contract language, and ensuring work breakdown structures align with contractual billing requirements for national security programs. Collaborating across Contract Administrators, Business Managers, Program Control Analysts, and Billing representatives, this role enables compliant cost reporting and accurate financial execution for high-clearance government contracts.

Scope of Work

• Interface with internal and external customers on cost reporting and funding requirements and ensure alignment with program funding needs.
• Create contract-compliant charging structures in SAP accounting system for collecting costs and facilitating invoice submissions.
• Review and interpret contract content and ensure contract data is properly entered into SAP consistent with contract language.
• Assist business management in aligning reporting needs with the work breakdown structure being created.
• Ensure work breakdown structure compatibility with contractual billing requirements and coordinate with the billing team.
• Leverage foundational knowledge of contracts, network structures, and SAP to ensure data is entered in accordance with sector and enterprise procedures.
• Contribute to and influence the submission of documentation and means of contract execution.

Technical Qualifications

• Bachelor's degree with 14 years of experience, or Master's degree with 12 years of experience in Business, Finance, or Accounting.
• Active Top Secret clearance and/or SCI access required.
• Experience with customer reporting using CFSRs, IPMR, and related CDRLs and SDRLs.
• Working experience with Earned Value Management Systems.
• Proficiency with Micro-Frame Program Manager, COBRA or similar project management software, wInsight, SAP Management Project Systems Module, and Business Warehouse.
• Proficiency with Microsoft Office Suite including Excel, Word, and PowerPoint.

Accurate geospatial data and field-ready maps for energy projects depend on the Analyst Level, who produces ArcGIS figures, geodatabases, and GPS-processed datasets in support of renewable energy and transmission project needs. Based within the GIS team and serving project managers across multiple concurrent assignments, this role strengthens the quality and completeness of spatial analysis that guides critical infrastructure decisions.

Accountabilities

• Work with the GIS team and project managers to support energy project needs including map production, spatial and tabular analysis, and other support.
• Prepare hard copy and electronic figures and field maps in ArcGIS.
• Perform geospatial data management, analysis, and documentation including designing geodatabases and schema.
• Set up, collect, download, and post-process GPS data from a wide range of sources including ArcGIS Online.
• Gather, compile, migrate, and convert datasets for project needs from a variety of internal and external sources.
• Perform quality assurance and review geospatial data to ensure accuracy and completeness.

Background and Experience

• BS or BA degree or higher in GIS/Geography, Environmental Science, Computer Science, or related field.
• Valid driver's license with a clean driving record required.
• 1 to 3 years of experience working with ESRI's ArcGIS Desktop and ArcGIS Pro.
• Working knowledge of critical issues pertaining to renewable energy and transmission projects.
• Proficiency with geoprocessing tools, GIS data analysis, cartographic map creation, ESRI ArcGIS Software, and Google Earth Pro.
• Proficiency with ESRI's field data collection applications including Collector, Field Maps, Survey123, and ArcGIS Online.
• Working knowledge of ArcGIS Server, Python/ArcPy, ArcGIS Model Builder, ArcGIS Spatial Analyst, 3D Analyst extensions, ArcGIS Portal, Web Appbuilder, StoryMap Builder, and Experience Builder.
• Working knowledge of Apple iOS and Android Operating Systems.
• Highly self-motivated, detail-oriented, and able to work independently and communicate status updates and recommendations to clients.

As the Analyst Level, this role manages a JIVE-based collaboration environment for a worldwide national intelligence program, serving as the primary customer point of contact for outreach, user training, workspace management, and usage metrics generation. The US Intelligence Community team relies on this work to sustain information-sharing across IC and Federal Partner organizations and to verify application functionality through structured upgrade testing.

What You'll Do

• Manage community outreach and serve as the main customer point of contact for the collaboration environment.
• Provide individual and group training and generate and present briefings and user education materials to promote usage of the collaboration application.
• Address user issues and questions and assist users in creating and managing workspaces and accounts.
• Generate usage metrics and provide guidance and high-level troubleshooting to the system administration team.
• Support testing and verification of application functionality when upgrading the JIVE COTS product and any new features developed on its baseline.
• Assist with the development of SOPs and briefings and support promulgation of IC Spaces to the IC Community.

Minimum Qualifications

• Bachelor's degree with 5 or more years of relevant experience, or Master's degree with 3 to 5 years, or PhD with 0 to 2 years.
• Active TS/SCI with CI Polygraph required, or willingness to undergo a polygraph if needed.
• Experience with any of the IC Spaces environments.
• Excellent verbal and written communication skills with ability to brief all levels of management.
• Excellent customer service skills with ability and willingness to work on a help desk.
• Self-starter able to work independently and in a team environment.

Analyst Level supports the Rapid Defense Experimentation Reserve program by preparing funding documentation, maintaining budget checkbooks across active appropriations, and producing monthly financial execution reports that track obligations and expenditures against plan. The work directly supports RDER Program leadership, Comptroller stakeholders, and interagency partners by ensuring financial data integrity and timely reconciliation of DFAS reporting inconsistencies.

Job Functions

• Prepare funding documentation and analyze and interpret financial performance data, preparing reports of status and findings.
• Perform program budget monitoring, budget preparation, and initiate funding transfer actions via Military Interdepartmental Purchase Requests or Interagency Agreements.
• Maintain a budget checkbook for year of execution for each active appropriation for each Program Element funding the RDER Program.
• Track funding commitments, transfers, acceptance, obligations, and expenditures across experiments, overhead, IT support, and other relevant activities.
• Identify, account for, and reconcile inconsistencies in monthly reporting and DFAS reporting of funding obligations and expenditures.
• Prepare monthly financial execution reports showing execution against plan and against benchmarks, with explanations and predictions of trends.

Experience and Qualifications

• Bachelor's degree in Finance or Business.
• Secret clearance required.
• Minimum 3 years of relevant experience.
• 1 year of experience with Core Financials, Defense Agencies Initiative, Military Interdepartmental Purchase Requests, Execution Management System financial management tools, and familiarity with Comptroller Exhibits for R-2s.
• Military/OSD background and Master's degree preferred.

The Tax Analyst delivers federal, state, and international tax compliance and provision work under ASC 740 for a hybrid role based in Reston, VA, independently conducting tax research, interpreting tax law changes, and identifying credit opportunities that reduce corporate tax exposure. Reporting to the Tax Manager and partnering with internal finance teams, this role enables accurate income tax return preparation, audit support, and non-income tax filings across the company's full compliance calendar.

Key Deliverables

• Prepare book and tax adjustment analysis and quarterly federal, state, and international tax provisions in accordance with ASC 740.
• Prepare accurate analysis for completion of annual federal, state, and international corporate income tax returns.
• Calculate and prepare federal and state quarterly estimated tax payments and requests for extension of time to file.
• Prepare various non-income tax filings including business licenses, annual reports, gross receipts, and sales and use tax returns.
• Provide support for federal and state income and franchise tax audits including monitoring, interpreting, and communicating responses to tax inquiries and notices.
• Independently conduct tax research and analyze implications of tax law changes as needed.
• Independently interpret and analyze tax credit opportunities for the company.

Education and Experience

• Bachelor's degree in Accounting, Economics, or Finance.
• Certified Public Accountant preferred.
• Master of Science in Taxation, Accounting, or MBA preferred.
• 1 to 3 years of related experience working in a large public accounting firm or major corporation.
• Experience in an educational technology company preferred.
• Proficiency in Microsoft Office with emphasis on Excel and Word.
• Excellent communication and collaboration skills with proven ability to partner in team settings and manage multiple projects independently in a fast-paced environment.

Embedded within the Software Team, the Analyst Level delivers end-user application support and leads the bug triage process by documenting 100% of issues, maintaining the ticketing queue, and producing monthly and quarterly tracking reports that keep stakeholders aligned. Working closely with technical and non-technical customers, vendors, and internal software staff, this role advances application reliability and change management rigor across the organization.

Day-to-Day Responsibilities

• Provide end-user support and training including troubleshooting problems at the application level and working with vendors to resolve issues.
• Perform analysis of bug requests through troubleshooting and recreation of reported issues and document 100% of issues and bugs.
• Communicate effectively with both technical and non-technical customers while providing exceptional customer service.
• Maintain the ticketing queue through daily review for prioritization, task assignment, escalation, and backlog management.
• Lead monthly Company Bug Request meeting and participate in daily Software Team meetings.
• Produce monthly and quarterly tracking reports and keep stakeholders up to date on status.
• Follow and promote rigor around change management procedures.

Professional Experience

• Proficient in SQL and familiar with basic web development concepts.
• 2 or more years of demonstrated experience with a ticketing system, with Jira preferred.
• A+ certification is a plus.
• Previous experience monitoring a logging application for troubleshooting purposes.
• Knowledge of trends in technology relating to software applications.
• Autonomous with sound judgment for troubleshooting, escalations, and identifying critical issues.
• Exceptional ability to listen and problem-solve, responding promptly and professionally, with strong organizational skills and ability to prioritize in a deadline-driven environment.

Reporting to management within the global support team spanning US, EMEA, and HK, the Analyst Level monitors live sell-side bank transactions, manages client inbound requests via case management systems, and produces scheduled and ad-hoc reporting deliverables that communicate business health and risk exposure. Partnering with in-house Product Specialists and Professional Services, this role refines client onboarding, training, and product adoption outcomes across Capital Markets application users.

Role Responsibilities

• Serve as a direct conduit for all sell-side banks across all facets of client service and application support.
• Monitor all client inbound requests via case management email system and telephony hotlines to address deals and support requests in a timely manner.
• Proactively monitor live transactions to ensure application operability and user success.
• Provide outstanding client service by assisting clients with deal management, service interruptions, production issues, user training, and general application usage.
• Host client meetings to assist with training, product demos, and transactional support.
• Produce scheduled and ad-hoc reporting deliverables in a timely and accurate fashion.
• Partner with in-house Product Specialists to share client feedback and understand strategic roadmaps.
• Compile daily operational reports to communicate business health to management and assist with regular usage audits to drive product adoption.

Knowledge Skills and Abilities

• BA/BS degree and/or equivalent related work experience.
• Interest in Capital Markets and financial markets.
• Proficient in MS Office Suite with strong knowledge of internet applications.
• Excellent written and verbal communication skills with ability to cater styles to all levels of management and clientele.
• Exceptional interpersonal skills, good organizational and time-management skills, and ability to work independently within an integrated team structure.

The Analyst Level who is proficient in multiple disciplines of Signals Analysis coordinates Digital Network Intelligence support for high-profile government customers, performing protocol analysis, Social Network Analysis, and target development across the network and application layers of the OSI model. The national intelligence team relies on this work to brief tactical and national consumers, advance collection operations, and produce formal technical reports that inform defense planning and policy decisions.

Engineering Responsibilities

• Perform research, protocol analysis, and logical and physical mapping of data across the network and application layers of the OSI model and report analysis results.
• Perform communications and user discovery using various tools, techniques, and processes including social engineering and passive information gathering.
• Utilize experience with collection assets to pursue access and recommend and implement future collection operations.
• Perform queries and analysis using agency tools and databases, and conduct Signals Analysis Research and Target Development.
• Perform Social Network Analysis and draft formal and informal technical reports of findings.
• Brief national and tactical consumers orally and in writing and perform fusion of multiple intelligence disciplines.

Technical Qualifications

• Must have a current and active TS/SCI with Polygraph.
• 3 or more years of relevant experience in at least 5 of the required disciplines.
• Experience analyzing intelligence data including technical data and using agency DNI tools and databases.
• Experience in current agency analytic tools and databases, producing technical reports, social network analysis, geospatial metadata analysis, target research, metadata analysis, target templating, telephony, and SIGINT Collection Systems.
• Experience researching network topologies, architectures and protocols, network operations, network mapping, network protocols, and network exploitation of specific protocols and technologies.