Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as Computer Systems Analyst – Level II for the NIH IT CSPSS customer service Portfolio that consists of a full range of NIH IT Service Desk and Desktop Support services, IT Training, and related resource services. The NIH IT Service Desk provides technical support to the NIH community via the World Wide Web and phone. The Service Desk receives over a thousand requests for service every business day.

Where issues cannot be resolved in-house, they are assigned to support staff in each of NIH’s ICs. Support cases are assigned and resolved using the NIH IT Service Desk IT Service Management System (ITSM), supported by the CIT Business Application Services (BAS) and the Service Desk’s Automated Call Distribution System administered by CIT Unified Connectivity and Communication (UCC) service area.

The candidate will be responsible for analyzing and developing computer software possessing a wide range of capabilities, including numerous engineering, business, and records management functions. Develop plans for automated information systems from project inception to conclusion. Analyze user interfaces, maintain hardware and software performance tuning, analyze workload and computer usage, maintain interfaces with outside systems, analyze downtimes, and analyze proposed system modifications, upgrades, and new COTS. Analyze the problem and the information to be processed. Define the problem, and develops system requirements and program specifications, from which programmers prepare detailed flow charts, programs, and tests. Coordinate closely with programmers to ensure proper implementation of program and system specifications. Develop, in conjunction with functional users, system alternative solutions.

Key Tasks and Responsibilities

• Supervise the day-to day operation of the help desk.
• Identifies research and resolves complex technical problems.
• Creates and manages escalation procedures and ensures service levels are maintained.
• Documents, track, and monitors problems to ensure resolution in a timely manner.
• Define requirements and policies regarding End-User and VIP Administration
• Develops, documents, and maintains End-User Administration and VIP Contractor procedures in the Standards and Procedures Manual that meet CIT’s requirements and policies
• Receive, track and process requests for End-User account activation, changes, and terminations.
• Coordinates End-User account administration, activation, changes, and terminations (e.g., Password/account setup and Password Reset, remote access connectivity, email accounts, End-User IDs)
• Creates, changes, and deletes End-User accounts per requests, in accordance with CIT’s security policies
• Coordinates, as necessary, with other specialized areas to manage End-User accounts
• Performs Password Resets as required, in accordance with CIT’s security policies
• Collaborates and coordinates with other CIT service areas (i.e., IT security, business applications, infrastructure) in the development of the requirements and in testing patch packages
• Develops and tests patch packages
• Deploys patches and produces deployment status reports in accordance with NIH policy

Job Requirements: