Systems Analyst I - 557156A

Delaware Nation Industries (DNI) is currently seeking a Systems Analyst to provide technical support for the Air Force Research Laboratory (AFRL) at Wright-Patterson Air Force Base. The AFRL conducts vital research and development for the United States Air Force, and this role supports the deployment and optimal operation of Information Systems critical to AFRL’s mission success.

Responsibilities:

• Investigate and resolve complex hardware and software issues escalated beyond standard help desk capabilities.
• Provide direct support to end users or in collaboration with help desk teams.
• Receive and address user support requests via telephone, email, or ticketing systems.
• Guide users through diagnostic procedures, utilizing diagnostic software and step-by-step instructions.
• Determine the root cause of issues, including hardware malfunctions (modems, printers, cables, etc.).
• Collaborate with team members to identify solutions or escalate to developers when necessary.
• Communicate with software/hardware vendors for repair or replacement of defective products.
• Evaluate new hardware/software for user friendliness and operational benefits.
• Draft evaluations and recommendations for IT product purchases and upgrades.
• Create and revise user documentation and training materials.
• Conduct one-on-one or group training sessions on software, hardware, or systems use.
• Perform installation and configuration of microcomputers, software, and peripherals.
• Serve as an internal consultant to explore and recommend customized technology solutions.
• Conduct feasibility studies including workflow analysis, space utilization, and cost assessments.
• Specialize in specific software applications, programming languages, or operating systems as needed.

• Certification: Active CompTIA Security+ (or DoD 8570 compliant equivalent) required.
• Experience: Minimum of 4 years of direct, relevant experience in IT support.
• Security Clearance: Active DoD Secret clearance.
• Strong analytical and diagnostic skills for resolving complex technical problems.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Experience in customer service and end-user support environments.

Benefits Include:

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.