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MissionEssential Help Desk Analyst in United States

Mission Essential is currently seeking Help Desk Analysts to:• Provide on-site and remote account administration• Work daily with the ODNI Access Manager on approval and creation of new user accounts and activation of accounts IC-wide• Assist world-wide users by responding to queries via chat, email, or phone regarding technical questions and problems• Report issues and perform root cause analytics against reported problems• Monitor and assign support tickets to the correct team member or group issues• Assist users as they register their Public Infrastructure Key (PKI) Certs to User Accounts• Use REDMINE software to document, track and monitor work tickets to ensure timely resolution• Collaborate with the development team to resolve issues and improve performance in a timely manner• Follow up with customers to ensure full resolution of issues• Request feedback and/or monitor calls and other methods of correspondence to improve training methods• Run reports to analyze common complaints and problems• Conduct quality assurance (QA) testing on new software releases• Write Agile user stories and coordinate with developers on user interface designs and updates• Conduct privileged user admin function to include granting access to other privileged users, Access Managers and Data Loaders• Remotely accessing hardware or software for clients to make changes and fix problems• Train other staff members on troubleshooting and diagnosing problems• Design training materials and input into user guides for data bases.; Conduct training as required.• Compile meeting minutes from Scattered Castles Executive Steering Group meetings

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