Program Analyst

The contractor will manage and oversee OFR’s Infrastructure & Cloud Engineering (ICE) and Service Desk (SD) sections, directing staff, resources, and technical operations across engineering and end-user support functions — including Windows, Mac, Cloud, Virtualization, and Storage systems. The contractor will administer and analyze IT programs throughout all phases of business requirements analysis, system design, testing, and implementation, ensuring that program, schedules, risks, and resources are effectively managed to help OFR deliver secure, high quality, highly available information technology solutions that align with operational objectives.

• Serve as manager for OFR’s Infrastructure & Cloud Engineering (ICE) and Service Desk (SD) sections, providing day-to-day supervision, direction, and performance management for engineering and support staff.
• Allocate staff, schedules, and resources across the ICE and SD teams to ensure coverage for infrastructure engineering, systems administration, and end-user support functions.
• Serve as the escalation point for complex technical, staffing, and customer service issues raised by the ICE and SD teams; ensure timely resolution and reporting to Government stakeholders.
• Establish and monitor performance metrics (e.g., SLAs, ticket trends, patch compliance) for both the engineering and service desk functions; report status, trends, and risks to leadership.
• Administer and coordinate IT program activities across all phases of the system development lifecycle, including requirements analysis, software design, system and integration testing, and implementation.
• Analyze and review programs, schedules, staffing, and other resources; identify shortfalls and develop corrective recommendations.
• Participate in requirements analysis sessions and review business, system, software, and system integration requirements to ensure alignment with program needs.
• Consider alternatives and develop recommendations to support program and project decision-making.
• Identify, communicate, track, and resolve programmatic and technical risks and issues to eliminate or mitigate consequences that may impact project success.
• Research and analyze resource material, policy guidance, and technical documentation relevant to program execution.
• Monitor system and integration tests; review test results and identify and report project issues to Government stakeholders and program leadership.
• Develop and maintain program documentation, including project plans, schedules, status reports, and contingency plans, using MS Project, SharePoint, and Visio.
• Apply knowledge of Federal IT contingency planning and continuity of operations guidance.
• Oversee SCCM administration in a co-managed environment, including patching, package preparation and deployment, and reporting on Windows devices.
• Oversee Microsoft 365 administration, including Entra , Intune, and Autopilot device management.
• Oversee systems administration of Windows systems and servers using Power Shell scripting and automation, and administration of Active Directory/Entra  a Hybrid Environment, including Group Policy objects and AD monitoring tools.
• Oversee VMware Horizon management and administration, including VDI image creation, deployment of VM templates, and maintenance of Virtual Desktop images.
• Oversee desktop/laptop deployment and management, and Windows Server deployment and administration in cloud (AWS) and virtualized (VMware) environments.
• Oversee the design and implementation of architecture solutions that address functional and performance requirements across the application, middleware, data, infrastructure, network, and security layers.
• Oversee Service Desk operations, including Tier I/II/III triage and escalation, Service Now/JIRA ticketing and reporting, and remote and on-site end-user support for all computer systems (PC, Mac, mobile devices, and printers).
• Coordinate with systems administration, network, and help desk/service desk teams to gather status on system patching, deployments, and service ticket trends that may affect program schedule, risk, or resource needs.
• Support knowledge management and change…