Help Desk Analyst (Tier I)

Diné Development Corporation • Bath Township, OH

3d • Onsite

About The Position

Dine Source is seeking a Tier I Help Desk Analyst to support an Air Force program. We are seeking a motivated professional to join our team. As a member of our team, you'll provide support to our internal and external customers. This position is contingent upon contract award.

Requirements

• IAT Level II certified (Security+, GSEC, etc.).
• Currently possess and maintain Public Trust clearance.
• Proven experience in help desk support and IT service management.
• Technical knowledge of desktop and laptop hardware, software, and peripherals.
• Familiarity with help desk ticketing systems, particularly ServiceNow.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.

Responsibilities

• Utilize Government-provided help desk ticketing software (ServiceNow) to log, monitor, and resolve trouble tickets.
• Ensure all tickets are thoroughly documented, including troubleshooting methods, root cause analysis, and resolution.
• Develop and maintain a Knowledgebase repository for consistent and accurate information dissemination to users.
• Ensure incident ownership throughout the lifecycle of incidents and requests, implementing escalation procedures as necessary.
• Respond to escalation tickets from various sources, taking prompt action towards resolution.
• Provide end-user support for hardware, software, and peripherals.
• Other duties as assigned.

Benefits

• medical
• dental
• vision
• life and disability coverage
• retirement savings with company match
• paid time off
• voluntary supplemental benefits
• employee assistance program
• educational assistance
• tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed