Help Desk Analyst- Top Secret Clearance Required

IMG Information Management Group, Inc.•Schenectady, NY

5d•$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

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flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles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