Infotrend Inc · 9 hours ago
Help Desk Analyst
United States
Full-time
Remote
Mid Level
$57K/yr - $78K/yr
3+ years expInfotrend Inc is seeking a Help Desk Analyst to support a production software implementation with a strong focus on AWS services and IBM Aspera Managed File Transfer. The role involves handling Tier 1–2 support, leading incident triage, and collaborating with various teams to ensure high availability and compliance.
Data ManagementInformation TechnologyManagement ConsultingSmall and Medium Businesses
No H1B
Security Clearance RequiredU.S. Citizen OnlyHiring Manager
Babak Toolabi
Responsibilities
With support from the Project Manager, serve as the primary point of contact for production incidents, enhancement requests, and inquiries related to AWS-hosted applications and IBM Aspera MFT
Administer the Aspera application to support end users through account creation, workgroup setup, and issue management
Perform Tier 1–2 triage: reproduce issues, analyze logs, review metrics/dashboards, and escalate with clear, actionable detail
Own incident lifecycle in the ticketing system (e.g., ServiceNow/Jira): intake, prioritization, SLA management, communication, and closure
Conduct systems and business analysis to translate user issues into requirements, user stories, acceptance criteria, and runbooks
Support release, change, and configuration management in accordance with ITIL and federal standards; participate in CAB and cutover activities
Maintain and improve knowledge base articles, SOPs, and troubleshooting guides; deliver end-user training and guidance
Execute problem management and root cause analysis; document findings and drive preventive actions
Partner with client product, engineering, security, and business teams to plan and support go-lives, hypercare, and service improvements
Produce operational reports (KPIs/SLAs, incident trends, backlog, knowledge gaps) and recommend process optimizations
Participate in on-call rotation and after-hours maintenance windows as needed
Qualification
Required
3-5 years in a help desk/service desk or application support role, including production support for cloud-hosted solutions
Demonstrated systems analysis and business analysis skills: requirements elicitation, process mapping, documentation, and stakeholder communication
Hands-on experience supporting AWS-based applications (S3, EC2, IAM, VPC, CloudWatch, CloudTrail)
Strong understanding of networking fundamentals (DNS, TLS, ports/protocols, proxies, firewalls, VPN)
Proficiency with ticketing and ITSM tools (ServiceNow, Jira, Remedy) and adherence to SLAs
Comfort analyzing logs and metrics; ability to perform basic SQL queries and use log analysis tools
Excellent written and verbal communication; customer-centric with proven ability to work across technical and non-technical stakeholders
Experience supporting federal government projects or agencies, with familiarity in compliance, change control, and documentation standards
Ability to obtain and maintain a Public Trust clearance
U.S. Citizenship is required
Preferred
Practical experience with IBM Aspera MFT (e.g., HSTS, HTTP Gateway, Faspex, and OPSWAT) including user provisioning, transfer troubleshooting, and performance tuning would be a major plus
AWS Certified Cloud Practitioner or Associate-level certification
Experience with SIEM/monitoring tools (Splunk, Datadog, ELK), and alert tuning
Scripting for automation/troubleshooting (PowerShell, Bash, Python)
Exposure to RMF, ATO processes, POA&M management, STIGs, and Section 508
Familiarity with Agile/Scrum, UAT coordination, release and deployment pipelines
Knowledge of data protection and privacy requirements for federal environments (e.g., PII/PHI handling)
Company
Infotrend Inc
Infotrend Inc.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Gurpreet Singh, PMP
CEO
Ramanpreet Singh
Chief Operating Officer
Recent News
2025-02-05
Company data provided by crunchbase