Help Desk Analyst- Top Secret Clearance Required

Information Management Group • Schenectady, NY

63d • $25 - $36

About The Position

The Help Desk Analyst will support a project in Schenectady, NY. This individual must have an active DOE Q clearance or DoD Top Secret clearance at a minimum. This individual will be a full-time employee and will be responsible for providing Help Desk services to coordinate and respond to Incidents and Service Requests made by end users, technical staff, and external vendors.

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

Responsibilities

• Triage tickets via two (2) communication channels: telephone, web, and walk-ins. FMP's current Help Desk provides phone support and support through tickets submitted by personnel via the web
• 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flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles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