User Support Analyst

Everforth ECS is seeking a User Support Analyst to work in our Fairfax, VA office in a hybrid onsite/remote capacity.

Everforth ECS is seeking a User Support Analyst to support a growing program on behalf of the Department of War (DoW). The selected candidate will serve as a primary point of contact for end-user support, including new user onboarding and account creation, access management, troubleshooting, and maintenance of required user and access documentation.

This role is responsible for ensuring user accounts, access requests, approvals, supporting documentation, and user tracking records are complete, accurate, current, and maintained in accordance with program procedures, security requirements, and audit needs. The User Support Analyst will work closely with program leadership, technical teams, and end users to facilitate timely access while maintaining appropriate accountability and documentation.

This position requires strong operations experience, technical aptitude, attention to detail, and enterprise-level desktop/application support experience, as well as a commitment to customer service, communication, collaboration, and teamwork. The selected candidate must be able to work effectively in a demanding, high-energy environment and develop practical solutions to operational and user-support challenges.

Key Responsibilities

• Serve as a primary point of contact for user onboarding, account creation, access requests and modifications, offboarding, and user troubleshooting.
• Create and manage user accounts in accordance with established Standard Operating Procedures (SOPs), security requirements, and approval processes.
• Collect, review, organize, and maintain required user and access documentation, ensuring required information and approvals are complete and properly documented.
• Maintain accurate:
  • User rosters, access lists, account trackers, and supporting documentation throughout the user lifecycle to support account reconciliation, security requirements, compliance activities, and audits.
  • Records of user requests, actions taken, issue resolution, and outstanding activities, and document support processes, recurring issues, and recommended operational improvements.
• Conduct periodic reviews of user accounts, permissions, and access records; identify and resolve discrepancies and coordinate with users, program leadership, security personnel, and technical teams as needed.
• Provide responsive support to CONUS and OCONUS users through phone, chat, web submissions, email, and other approved support channels, diagnosing and resolving customer-reported technical issues and escalating when appropriate.
• Work closely with Project and Program Managers to maintain program awareness, scheduling, user and asset accountability, and timely resolution of operational issues.
• Coordinate with Logistics teams to support hardware inventory, assignment, accountability, and shipping for CONUS and OCONUS users.
• Partner with IT, Cloud, Security, and other cross-functional teams to troubleshoot issues and test, implement, and provide feedback on commercially and internally developed solutions and system changes.
• Support:
  • Scheduled and routine maintenance windows, including validating user access and system functionality following maintenance, documenting issues, and coordinating with technical teams to ensure services are restored for end users.
  • Program and government meetings, including capturing and maintaining meeting notes and action items for distribution and follow-up.

• Other duties, as assigned.

Note: Salary is commensurate with skillset, qualifications, experience, and educational background

Salary Range: $75,000 - $95,000 

General Description of Benefits 

• U.S. Citizen.
• Ability to obtain and maintain a DoD Top Secret security clearance.
• Bachelor's degree in Information Systems; Business Management; Computer Science; or similar Science, Technology, Engineering and Mathematics (STEM) discipline preferred.
• Minimum DoD 8140 IAT Level II certification (e.g., Security+), either active or obtained within 30 calendar days of hire.
• Ability to:
  • Travel (up to 10%) to CONUS user locations
  • Work a shift schedule, if required, to support OCONUS end-users.
• 1+ year of relevant, hands-on, professional experience in a user support role (preferred).
• Proven experience in operations, service delivery, or process management in a customer support environment.
• Technically adept, with the ability to support common IT issues and activities.
• Hands-on experience with all Microsoft O365 tools, as well as Adobe Acrobat.
• Exceptional ability to expertly balance multiple, competing priorities and execute all in accordance with articulated timelines and requirements.
• Politically savvy to confront difficult problems in a positive and creative way.
• Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
• Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).