Help Desk Analyst
About The Position
We are seeking a motivated Help Desk Analyst to join our team to support a federal customer. This is an excellent opportunity for an early-career IT professional who enjoys solving technical issues, providing exceptional customer support, and working in a collaborative federal IT environment. As a member of the Help Desk team, you will provide first-line technical support to users by diagnosing and resolving hardware, software, and system-related issues. You will work closely with the Program Manager, Business Process Specialists, and fellow Help Desk personnel to ensure timely resolution of incidents while delivering high-quality customer service.
Requirements
- U.S. Citizenship required.
- Ability to obtain and maintain a Public Trust clearance.
- Must possess an IT-II Non-Critical Sensitive (Tier 3) security clearance.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 2 years of experience providing Help Desk or Technical Support services.
- Experience supporting computer hardware, operating systems, and software applications.
- Understanding of how software applications interact with computer hardware and operating systems.
- Experience diagnosing and resolving technical issues in a customer support environment.
- Relevant technical certification from a nationally recognized certification authority.
- Excellent verbal communication, customer service, and problem-solving skills.
- Ability to work independently while contributing effectively within a team environment.
Nice To Haves
- Experience using Jira for incident and ticket management.
- Experience supporting the Procurement Integrated Enterprise Environment (PIEE).
- DoD 8570/8140 certification such as CompTIA Security+.
- Scrum Master certification or experience working within Agile environments.
- Previous experience serving as a Help Desk Lead, Shift Supervisor, or Lead Diagnostician.
Responsibilities
- Provide technical support and troubleshooting assistance for users operating within the federal customer.
- Diagnose and resolve hardware, software, network, and application-related issues in a timely and professional manner.
- Respond to user inquiries and document incidents, requests, and resolutions using established ticketing systems.
- Escalate complex technical issues to appropriate support teams when necessary.
- Monitor assigned tickets to ensure timely resolution and adherence to service level agreements (SLAs).
- Assist users with system access, account support, and application-related questions.
- Support operational activities and contribute to maintaining a high level of customer satisfaction.
- Collaborate with team members to identify recurring issues and recommend process improvements.
- Maintain accurate documentation of troubleshooting procedures, resolutions, and knowledge articles.
- Support shift operations and, when applicable, assist with team leadership or lead diagnostic activities.
Benefits
- Comprehensive Medical, Dental, and Vision Plans (Healthcare benefits are 100% employer-paid for employees only)
- Life Insurance
- Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)
- 401K Retirement Plan with employer match
- Professional Development Training Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
