IT Analyst III

Work Where it Matters

Cloud Lake Technology, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At Cloud Lake, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, Cloud Lake provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, Cloud Lake delivers highly specialized, data-centric services and technology solutions that break down organizational boundaries and transform mission delivery.

As a Cloud Lake employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.

Cloud Lake is seeking qualified candidates for Information Technology roles supporting the United States Army at Army Test and Evaluation Command (ATEC) in Aberdeen, MD (APG). Ideal candidates demonstrate a strong work ethic, dedication, outstanding customer service, and expertise in their field.

We are currently hiring an IT Analyst III to join our ATEC IT Support team. To join our team, apply today. 

• Resolve customer questions and problem concerning Information Technology (IT).
• Provide technical assistance to customers to minimize disruptions of computer operations.
• Respond to calls and emails in support of the ATEC community.
• Log, update and track trouble tickets/worders in ATEC ticketing system.
• Research, evaluate, implement fixes, and provide feedback on one-time and problematic trends/patterns with customer support requirements.
• Ensure rigorous application of cybersecurity policies, principles, and practices in the delivery of customer support services.
• Collect information from callers to be used in the troubleshooting and restoration of network and application services.
• Coordinates, and assists in the installation, configuration, utilization, and operation of IT equipment.
• Assists in the review of functional user justifications and requirements for new or additional IT capabilities in either hardware or software solutions.
• Coordinates and schedules warranty repairs, monitors, and verifies repair actions, and reports completed warranty repairs.
• Assist in developing, maintaining, and updating IT documents for use by help desk personnel to expedite problem resolution.
• Provide Wireless Device support to include to device setup, user training, troubleshooting, and software repairs of Apple and Android devices.

• Active DOD Secret security clearance.
• Active DoD 8570 IAT Level I or IAT Level II certification.
• Relevant education/experience requirements:
  • 1+ years with Masters.
  • 2+years with Bachelors.
  • 3+ years with Associates.
  • 5+ years with no degree.
• Experience in deploying IT hardware such as desktop computers, laptops, tablets, monitors and printers.
• Experience configuring IT hardware to resolve problems and installing/configuring operating system images and specialty software on customer devices.
• Experience in generating reports using Trouble Ticket automated software. (e.g., ServiceNow).
• Performing backup and restore of software and data on client compute devices.
• Troubleshooting and resolving client network and wireless issues.
• Experience testing, analysis and repair of computer system hardware and software malfunctions.
• Experience deploying interoperable and integrated standard office automation desktop software.
• Experience installing, configuring, troubleshooting, relocating, and repairing desktops, peripheral devices and printers.
• Experience resolving desktop problems via Remote Control (Dameware or similar); add/delete accounts and reset passwords as needed.
• Experience identifying network problems impacting users and work with appropriate Tier II or III administrators.
• Experience troubleshooting WIFI and GFE provided broadband devices and VPN connectivity.
• Experience configuring, diagnosing, reimaging, reloading, using, troubleshooting and repairing all AGM MS Windows based laptops and desktops, instant messaging applications, and DoD approved WI-FI and wireless services.
• Experience using remote tools to connect to remote desktops applications include MCM.

This hybrid position requires applicants to be within 1.5 – 2 hours commute from Aberdeen Proving Ground, MD for IT support. 

Desired Qualifications:

• Outstanding customer service and communication skills.
• Ability to work in a team environment and independently.
• Ability to adhere to government policies and requirements.
• Previous experience mitigating system vulnerabilities and patching (e.g. NESSUS) preferred.
• Previous experience supporting a Test & Evaluation environment preferred.