Help Desk Analyst- Top Secret Clearance Required

Information Management Group • Schenectady, NY

1d • $25 - $36

About The Position

As a trusted federal contractor, IMG delivers mission-focused solutions that support government customers and the people who serve them. We are currently hiring a Help Desk Analyst who will handle IT customer service and incident resolution. They will also address root causes of technical incidents which may require specialized entities to resolve and remain familiar with and the ability to support older technologies. Candidates must have an active Top Secret or Q clearance to qualify.

Requirements

• High school diploma
• IT help desk/call center experience, minimum required years can vary depending on highest degree level: High school diploma + 7 years Associate's Degree + 5 years Bachelor's Degree + 1 year
• Basic understanding of MS Office software suite
• Basic understanding of computer equipment and core client system software
• Strong customer service skills
• Experience presenting technical solutions and concepts through verbal and written communications in a clear and concise manner
• Active Q or Top Secret security clearance

Nice To Haves

• A+, Sec+, HDI certification or similar certification with supervisor approval
• Excellent customer support experience and soft skills to ensure end-user satisfaction
• Ability to multi-task and prioritize requirements and end user requests as required
• Triage and basic troubleshooting/resolution.
• Ability to collaborate with other helpdesk analysts
• Ability to demonstrate proven success with adaptability – willingness to evolve with technology while ensuring data accuracy standards

Responsibilities

• Call Center Triage tickets via two (2) communication channels: telephone, web, and walk-ins.
• Maintain ticketing system knowledgebase through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles
• Resolve account lockouts / Two-factor authentication (2FA) blocks
• Manage account creations, enablement, disablement, and terminations
• Issue new passwords, temporary passwords, new 2FA credentials
• Manage need-to-know (permissions) for accounts
• Troubleshoot and resolve basic hardware issues for hardware peripherals
• Troubleshoot and diagnose hardware issues for escalation to desktop support to perform repairs
• Create work orders for desktop support to move, add, or change computers and/or peripherals
• Troubleshoot and resolve basic software issues for both commercial-the-shelf (COTS) software products, as well as in-house developed applications
• Assist in obtaining new software licenses for customers
• Troubleshoot and resolve basic web or SharePoint issues
• Assist with issues regarding shared folders or groups
• Troubleshoot and resolve basic computer support or software questions
• Provide training for basic computing questions or tasks

Benefits

• Health, dental, vision, and life insurance
• Short term and long term disability insurance
• 401(k) with generous company match
• Health Savings Accounts (HSA)
• Personal leave plus paid federal holidays
• Professional development and training assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees