Help Desk Analyst

Military Spouse Corporate Career Network

1d • Onsite

About The Position

Octave Federal is seeking an on-site Help Desk Analyst in Santa Rita, Guam. The role provides professional, customer-focused IT help desk support by receiving and processing user requests, logging and assigning tickets, and ensuring timely responses in accordance with procedures. The analyst documents user contacts, faults, problems, and findings; searches documentation and prior requests to identify possible solutions; and supports verification, troubleshooting, and resolution of service tickets in the current IT ticket system.

The position also supports end-user devices, including cellular phones, tablets, iPhones, and iPads, as well as multifunction devices. The analyst establishes and maintains change-control procedures for the support team and incorporates them into routine workflows. The role requires clear communication, patience, logical problem-solving, teamwork, and the ability to explain technical issues to customers. A DoD Secret Security Clearance is not required at hire, but the employee must be a US citizen and able to obtain and maintain one. No travel is expected.

Requirements

• CompTIA Security+ certification.
• High school diploma.
• At least 2 years of experience in a related IT technical field.
• Must be a US citizen and able to obtain and maintain a DoD Secret Security Clearance; clearance is not required at the time of hire.
• Ability to communicate effectively in English, verbally and in writing.
• Ability to remain stationary and operate a computer for extended periods.
• Occasional ability to move or transport items weighing up to 50 pounds.
• Visual and auditory acuity for job tasks and safety.
• Ability to manage multiple tasks, prioritize, and maintain focus in dynamic environments.
• Strong problem-solving, critical-thinking, and analytical skills.
• Consistent attendance, punctuality, and high professional standards.
• Ability to keep up with technical innovations and IT trends.
• Exceptional interpersonal and communication skills.
• Customer-service orientation, patience with difficult customers, and ability to explain complex technical issues clearly.
• Ability to work as a team player.

Nice To Haves

• Recent and significant experience working in an Information and Communication Technology Help Desk.

Responsibilities

• Provide professional, customer-oriented help desk service to users.
• Process requests for assistance according to established procedures.
• Log, assign, and respond to assistance requests in a timely manner.
• Document user contacts, faults, problems, and findings in call logs.
• Search documentation and previous assistance requests to identify possible solutions.
• Verify, support, troubleshoot, and resolve service tickets in the current IT ticket system.
• Support end-user devices, including cellular phones, tablets, iPhones, iPads, and multifunction devices.
• Establish and maintain change-control procedures for the support team and incorporate them into routine workflows.

Benefits

• Competitive health care plans with savings accounts
• Dental and vision plans
• 401(k) with 100% company match up to 6%, with immediate vesting on company match
• Life and disability insurance
• Learning Management System with robust offerings
• Tuition Reimbursement Program
• Flexible working arrangements where possible
• 13 paid holidays per year
• Veterans-focused Employee Resources Group with regular educational sessions and communications

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED