Mainframe Support Analyst

Provides operational and technical support for enterprise computing environments by coordinating, monitoring, administering, and maintaining systems and applications. Supports system implementations, integration activities, and ongoing operations across multiple platforms. Performs routine to moderately complex technical tasks within a defined scope, following established standards, procedures, and service level agreements.

• Document technical incidents, problems, and resolutions with clear, organized detail, including issue description, root cause, and corrective actions
• Execute service requests from the service catalog with minor operational impact in accordance with defined procedures
• Operate, monitor, and maintain high‑speed online printers supporting large‑scale enterprise computer operations
• Perform system testing, configuration, environment setup, and preventive maintenance activities
• Monitor system and application performance, availability, and operational health
• Identify, diagnose, troubleshoot, escalate, and/or resolve hardware, software, system, and network‑related issues
• Analyze alerts, logs, and system output to identify and address potential issues
• Identify, create, update, and adhere to applicable technical standards, policies, and operational procedures
• Communicate technical information clearly and concisely to both technical and non‑technical audiences through written, verbal, and electronic media to support effective business decisions
• Support a global, 24/7, customer‑focused IT operations environment
• Perform other duties as assigned

• Associate degree or an equivalent combination of education and relevant technical experience
• Technical background or hands‑on experience in one or more of the following areas:
  • Service Desk / IT Support Operations
  • Desktop Support
  • Network Operations or Infrastructure Support
• Ability to understand, document, and apply technical policies, standards, and procedures
• Exposure to validating system availability, performance, and operational stability
• Familiarity with enterprise computing environments, IT terminology, and terminal‑based systems
• Understanding of technical interdependencies between software, hardware, desktop, LAN, and host systems
• Familiarity with MVS and JES2 commands
• Demonstrated ability to exercise initiative and sound judgment when troubleshooting, prioritizing, and resolving technical issues
• Demonstrated ability to meet operational goals, maintain service quality, and consistently deliver expected results
• Demonstrate written and verbal communication skills, including the ability to document technical issues, procedures, and resolutions clearly and accurately
• Strong customer service orientation with the ability to work effectively in a 24/7 operations environment

Additional Information

Hours:

• Rotating 12 hour schedule:
  • Week 1 - Monday, Tuesday, Friday Saturday
  • Week 2 - Sunday, Wednesday, Thursday
• Holidays and Weekends required when they occur during your scheduled days.

Location:

• 820 Follin Ln. Vienna, Virginia 22180