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Linthicum, Maryland, United States of America
JOB #R1900449

IT Support Analyst

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.

Join our team of cyber pioneers with expertise and decades of experience defending and protecting some of the nation’s most valuable resources—ICF.  Through implementation of effective cybersecurity solutions, ICF supports security awareness, readiness, resilience and response to cyber incidents.  Our extensive customer base has benefited from the leading-edge work our security engineers and data scientists perform in maintaining and advancing situational awareness of the current cyber threat landscape. 

Job Description:

ICF is seeking an IT Support Analyst to join our cyber team.  This position requires Microsoft workstation and Linux experience to provide technical support within a multi-team environment.  Technical duties to include supporting hardware and software associated with the process, systems, and applications, including Enterprise Single Sign-On and Cloud. Must possess excellent customer service phone skills, reliability and punctuality also a must.

Key Responsibilities: 

  • Provide Support for Cloud operations (AWS)
  • Provide user support for Enterprise Single Sign-On, VPN, McAfee encryption
  • Use email, ticketing, IM, or other administrative tools to address issues
  • Perform installation, configuration and support within the Windows/Linux environment
  • Perform remote Windows Server administration functions and network connectivity checks, including verify server availability
  • Troubleshoot and resolve user issues with Enterprise Single Sign-On
  • Troubleshoot and analyze hardware and software workstation problems to include a variety of peripherals and associated software for the assigned system and processes
  • Adjust Windows IE security and Windows registry settings to function with support software
  • Address issues related to client configuration, system and application software for escalation to senior analyst support and/or software developers
  • Able to adhere to all policy and security controls to include the NIST Standards
  • Collaborate with team to escalate in-depth application, networking and database support

Basic Qualifications: 

  • Active DoD Security Clearance
  • Certifications in Security+, Network+, CeH, CCNA, CCDP, Azure or AWS, 8570 Compliant
  • 3+ years of IT client/server system experience plus an Bachelor’s Degree in Information Systems Management, Computer Science, or related field 4+ years of additional experience for a total of 7+ years
  • Demonstrate experience with supporting laptops, workstations, Windows servers, and other IT infrastructure  
  • Experience with remote access tools such as Microsoft SMS, Remote Assistance, Remote Desktop, Bomgar, Blackboard, Adobe and Skype
  • Experience with resolving complex hardware and software problems
  • Experience with documentation creation using MS Office, Word, Outlook, PowerPoint, and Excel required 
  • Experience with using helpdesk ticketing systems

Preferred Skills/Experience:

  • Capable of learning new systems quickly with limited training, manuals and technical support

Professional Skills:

  • Self-motivated and ready to take ownership of, and provide resolution for, end-user issues
  • Mature, dependable, professional, adaptable, and able to work well independently or as part of a team
  • Ability to multi-task while supporting customers in a fast paced environment
  • Customer service oriented and prepared to assist a level one remote customer base
  • Strong interpersonal communication to effectively interface with internal/external customers
  • Excellent written and oral communication skills

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity)

Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: EEO is the law and Pay Transparency Statement.

YODA

Maryland Client Office (MD88)

Who is ICF?

A consulting services company of over 5,000 experts across 67 countries, but not your typical consultants
LEARN MORE ABOUT ICF

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