IT Systems Analyst

Job Description

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

Equal Employment Opportunity Statement

TRAX is committed to an inclusive and diverse workplace that values and supports contributions of all individuals. TRAX is an equal opportunity employer of minorities, females, protected veterans, and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, familial status, pregnancy, ancestry, national origin, handicap, gender identity or expression, protected genetic information, disability status, protected veteran status, or any other characteristic protected by law.

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.

Company Description

TRAX provides a unique approach to program management and energy solutions with a vast array of professional, technical services. Our successful track record proves that we understand what it takes to build and maintain trusted partnerships with our clients.

Government Services

Our solid management plan keeps the focus on our customers’ dynamic needs. We specialize in providing innovative, state-of-the-art solutions for our Government clientele. Our services include every professional, technical, logistical and support skillset requirement. Our personnel are highly trained to meet quality, safety, and program compliance accordingly. Follow this link to learn more.

Energy Solutions

Recognized as a pioneer of PC-based power plant simulation, we’ve proudly delivered over 150 full scope simulators since our inception in 1987. Whether you are designating a new plant, retrofitting an existing unit, or concerned about grid integrity, our experience, diversity, and constant attention to excellence provides you with the highest quality products on the market today. Follow this link to learn more.

Why TRAX?

Customer Focused, Performance Driven

TRAX is focused on high performance and high quality services in a safe environment. Our continuous improvement process is metrics-driven, outcome-based and consistently yields cost efficiencies and improved performance.

Cost-Effective

Our approach to project management recognizes the importance of being cost-effective while providing innovative solutions to servicing our complex programs. We‘re doing it now, and will continue doing so in the future.

Competent & Capable

Our risk management approach identifies and mitigates potential barriers up front, for successful project completion. We understand what it takes to successfully manage large, dynamic government contracts. At TRAX, we possess the incredible capability of taking what our customers do, and making it better.

Mission-Ready

Our workforce of skilled and highly motivated managers, engineers, scientists, logisticians, analysts, technicians and support personnel are committed to mission success as our customers’ trusted partner. We remain flexible and responsive to the demands of our customers, and current in government policies and evolving technology.

Please apply directly: -003&type=JOBDESCR

Company Description

TRAX provides a unique approach to program management and energy solutions with a vast array of professional, technical services. Our successful track record proves that we understand what it takes to build and maintain trusted partnerships with our clients. \r\rGovernment Services\r\rOur solid management plan keeps the focus on our customers’ dynamic needs. We specialize in providing innovative, state-of-the-art solutions for our Government clientele. Our services include every professional, technical, logistical and support skillset requirement. Our personnel are highly trained to meet quality, safety, and program compliance accordingly. Follow this link to learn more.\r\rEnergy Solutions\r\rRecognized as a pioneer of PC-based power plant simulation, we’ve proudly delivered over 150 full scope simulators since our inception in 1987. Whether you are designating a new plant, retrofitting an existing unit, or concerned about grid integrity, our experience, diversity, and constant attention to excellence provides you with the highest quality products on the market today. Follow this link to learn more.\r\rWhy TRAX?\r\rCustomer Focused, Performance Driven\r\rTRAX is focused on high performance and high quality services in a safe environment. Our continuous improvement process is metrics-driven, outcome-based and consistently yields cost efficiencies and improved performance.\r\rCost-Effective\r\rOur approach to project management recognizes the importance of being cost-effective while providing innovative solutions to servicing our complex programs. We‘re doing it now, and will continue doing so in the future.\r\rCompetent & Capable\r\rOur risk management approach identifies and mitigates potential barriers up front, for successful project completion. We understand what it takes to successfully manage large, dynamic government contracts. At TRAX, we possess the incredible capability of taking what our customers do, and making it better.\r\rMission-Ready\r\rOur workforce of skilled and highly motivated managers, engineers, scientists, logisticians, analysts, technicians and support personnel are committed to mission success as our customers’ trusted partner. We remain flexible and responsive to the demands of our customers, and current in government policies and evolving technology.\r\rPlease apply directly: