Help Desk Analyst

Systems Engineering Solutions Corporation•Alexandria, VA

About The Position

The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers. This position responds to end-user requests for technical assistance by phone, email, or ServiceNow system.

Requirements

Bachelor’s degree in IT, Computer Science, or related discipline or two additional years of experience if no degree
3+ years of help desk or related experience
Public trust security clearance

Nice To Haves

CompTIA A+
HDI Desktop Support Technician
ITIL v4 Foundations

Responsibilities

Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals.
Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow.
Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service.
Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs.
Escalates more complex problems to Tier 2 for support.
Utilize knowledge-based articles to support troubleshooting.
Provide courteous, professional, and timely communication to users.
Set user expectations for issue resolution and follow up to ensure satisfaction.