Job Description
The IT Systems Analyst is a technical, non-managerial position that serves as an escalation resource for the Help Desk, resolves complex application and operating system issues, translates customer needs into technical solutions, and works with the NASA IT Security Office to maintain System Security Plans for TRAX-supported Code 270 systems.
Duties and Responsibilities
* Serves as the escalation point and technical resource for two Help Desk technicians who handle Level 1 and some Level 2 issues
* Resolves issues that the Help Desk cannot resolve, or guide technicians through the solution so they can address similar issues independently
* Mentors and trains Help Desk and other technical staff; documents recurring solutions as how-to guidance
* Routes workflow, server, cloud, and network issues to the appropriate Systems Administrator
* Works directly with customers on escalated issues, explains the resolution, and sets expectations
* Provides backup Help Desk coverage during absences or peak demand, including password resets, account setup and deactivation, permissions, software installation, end-user hardware, basic network issues, and mobile device setup
* Takes escalations from Level 1 and resolves complex applications, operating system, and hardware problems
* Troubleshoots Windows and Linux (Red Hat / Oracle Linux) systems in on-premises and cloud environments, including virtual servers (VMware or equivalent)
* Supports Code 270 business applications, including the Advanced Material Management System (AMMS), Oracle databases and applications, Microsoft 365, SharePoint, Adobe Acrobat, and Adobe Creative Suite
* Writes and runs Oracle and Microsoft SQL queries as needed to investigate data issues and support application data management
* Runs diagnostics, documents root causes, prioritizes issues, and assesses effects on users
* Provides user workarounds until permanent fixes are deployed and recommends changes to prevent recurring issues
* Installs and upgrades hardware and software; uses scripting where possible to automate routine tasks
* Monitors current backup operations and supports data protection, disaster recovery, and failover procedures with application Systems Administrators
* Works with customers to understand business needs and problems with current systems and processes
* Gathers and analyzes requirements, facilitates meetings and workshops, and turns customer needs into clear written requirements
* Works with stakeholders to define scope, negotiates and prioritizes requirements, and tracks changes
* Recommends solutions such as configuration changes, procedures, existing tools, or development requests; follows Code 270 and NASA IT procedures for requesting, documenting, and obtaining approval for changes
* Develops procedures, user guides, technical specifications, and solution proposals
* Briefs customers and presents solutions by web conference or on site, representing TRAX professionally
* Serves as the technical point of contact with the NASA IT Security Office for Code 270 systems
* Maintains System Security Plans (SSPs) and related security documentation so they reflect how each system is built and operated
* Supports security assessments and authorization activities, provides evidence, and responds to assessor questions
* Tracks and closes security findings and Plan of Action and Milestones (POA&M) items; coordinates remediation of vulnerability scan results
* Verifies that Code 270 applications and changes meet applicable NASA security and contractual cybersecurity requirements for information they store, process, or transmit
* Follows the TRAX IT security program and models cybersecurity best practices for staff and users.
* Documents and maintains technical procedures, log entries, Standards Manuals, and related technical guidance
* Documents support interactions and resolutions in the ticketing system
* Initiates IT purchase requests, sets up and installs IT equipment, and maintains an inventory of corporate IT assets
* Stays current on technologies, products, and procedures that support the NASA/TRAX mission
* Performs other duties as assigned
Qualifications
Required Skills and Qualifications
* Bachelor's degree in computer science, information systems, or a related field; four (4) additional years of directly related experience may substitute the degree
* Minimum five (5) years of IT experience, including Help Desk or customer-facing technical support
* Minimum three (3) years of Level 2 and 3 troubleshooting of operating systems and applications
* Experience with security documentation or controls in a regulated environment, such as federal, defense, financial, or healthcare
* Ability to install, troubleshoot, and support Windows and Linux (Red Hat / Oracle Linux) in on-premises and cloud environments
* Working knowledge of VMware or equivalent virtualization, networking fundamentals, and protocols
* Relational database support and query writing in Oracle and Microsoft SQL Server
* Ability to support Microsoft 365 (Outlook, Word, Excel, PowerPoint, and Visio), Microsoft Teams, SharePoint, OneDrive, Box, web browsers, Adobe products, and iPhone/Android devices
* Familiarity with Linux tools including CUPS, vi, SFTP/WSFTP, PuTTY, and common command-line utilities
* Ability to configure PCs and Macs and support monitors, printers, scanners, and other peripherals
* Scripting skills in PowerShell, Bash, or similar tools for automation and diagnostics
* Working knowledge of backup, disaster recovery, and failover practices
* Working knowledge of the NIST Risk Management Framework and NIST SP 800-53 security controls
* Ability to read, write, and maintain System Security Plans and assist the Internal System Security Officer (ISSO) with tracking POA&M items to closure
* Ability to learn NASA IT security policy and authorization processes
* Excellent phone and written communication skills, including the ability to explain technical matters to nontechnical customers
* Ability to lead customer meetings and present recommendations to technical and nontechnical audiences
* Clear and accurate technical writing
* Strong analytical and problem-solving skills, including the ability to identify root causes
* Customer-focused approach, organization, attention to detail, independent judgment, teamwork, and adaptability to changing priorities
Required Skills and Qualifications
* Experience with NASA systems and security processes
Physical Demands and Working Conditions
* The work of this position is performed in an environmentally controlled office environment
* Must be able to sit, stand, and walk within the facility and use a computer for extended periods
* Must be able to lift and move IT equipment weighing up to 50 pounds
* Reasonable accommodation can be made to enable people with disabilities to perform their duties and responsibilities
Terms of Employment and Eligibility Requirements
* Must be a U.S. Citizen
* Must possess a high school diploma or equivalent
* Must possess a valid driver's license, without special restrictions
* Must be able to successfully complete a background screening
* Must possess or be able to obtain a public trust clearance prior to employment and maintain public trust clearance for the duration of employment
The lists above are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel in this position. TRAX International reserves the right to make changes to the job description whenever necessary.
Other Job Information
Rate of Pay/Benefits
Salary Range: $112,000 to $125,000
Benefits Information
Our company offers a generous benefits package including 2 weeks' vacation, 56 hours of sick leave, and 11 paid holidays. This position is eligible for health, vision, and dental care with options for employee only, employee plus one, employee and children, and family coverage. As well as company provided Short-Term Disability, AD&D, Life Insurance, and an Employee Assistance Program. Other optional benefits include retirement plans through a 401(k) and Roth IRA, Dependent Care FSA, Healthcare FSA, HSA Accounts (only for applicable high-deductible plans), Long-Term Disability, Critical Illness Insurance, Hospital Insurance, Accident Insurance, Identity Theft Insurance, and Legal Insurance.
