- Diagnose, analyze, and resolve technical issues in response to customer-reported incidents and service requests.
- Perform planning and analysis of IT support workflows and operational processes to improve efficiency.
- Research, analyze, and report on incident trends and system performance patterns for root cause analysis.
- Develop and maintain problem tracking databases and knowledge repositories.
- Create technical documentation and training materials and conduct user training sessions.
- Install, configure, troubleshoot, and maintain hardware, software, and peripheral devices.
- Perform system backup, restoration, and recovery operations.
- Consult with users and stakeholders to identify system requirements and functional gaps.
- Conduct feasibility studies and trade-off assessments to support technical decision-making.
- Ensure adherence to DoD and DLA cybersecurity policies, including RMF and NIST compliance.
Cybersecurity