Tier 1 Help Desk Analyst

IBR • Alexandria, VA

2d • Remote

About The Position

At Imagine Believe Realize, LLC we are driven by innovation, transformation and a relentless pursuit of excellence. As an industry leader delivering impactful results, we thrive on solving complex technical challenges and developing cutting-edge solutions that empower our customers and advance critical missions. IBR is a fast-growing company fueled by passion, curiosity, and innovative thinking – where every team member has the opportunity to continuously learn, unlock their full potential, and redefine what is possible in engineering and technology. If you are inspired by innovation, eager to make a difference, and ready to bring your creativity and expertise to a mission-focused team, we invite you to join us and together, we will shape the future. Let’s Make It Real! The Tier 1 Help Desk Analyst must be able to meet the key criteria below: Location: 100% Remote. This is a United States based position, and candidates must reside in the continental United States to be eligible for employment. Years’ Experience: 3+ years help desk experience. Education: Bachelor degree in Information Technology or equivalent experience. Security Clearance: IBR is a federal contractor. Applicants must be able to obtain and maintain a Public Trust security clearance issued by the National Credit Union Administration. This agency handles and adjudicates the security clearance process. NOTE: United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance. Employment Type: Full Time Work Schedules: IBR promotes work-life balance by offering flexible scheduling options. Standard business hours are aligned to the Eastern Time Zone. Schedules may vary; however, the help desk support is operated on a Monday-Friday schedule from 7:00am – 8:00pm EST. Key Skills: Must have Tier 1 help desk experience ServiceNow experience Position Overview As a Help Desk Analyst at IBR, you will play a key role in providing the central point of contact for all IT-related inquiries and support requests from end users as a member of the National Credit Union Administration program.

Requirements

• Must be able to obtain and maintain a Public Trust security clearance
• 3+ years professional Help Desk experience.
• Bachelor’s degree in information technology or equivalent experience.
• Must have experience as a Help Desk Analyst supporting Microsoft applications
• Experience providing support for major and business productivity applications, which include but are not limited to: Microsoft 365, Exchange Online, Microsoft Intune, and other Microsoft applications
• Experience providing Tier 1 Help Desk support
• ServiceNow Help Desk experience required
• Keep up to date on ServiceNow best practices
• Customer service driven
• Excellent written and verbal communication skills
• Must be detail oriented

Responsibilities

• Provide Tier 1 technical support as the central point of contact for all IT-related inquiries and end user requests.
• Providing software support assistance, to include but not limited to: Password resets Account unlocks General software and hardware troubleshooting Installation and configuration desktop applications Supporting user customizations Answering and researching questions about the software’s features Troubleshooting and resolving operational incidents, such as local print configurations.
• Resolving website access issue Assisting with wireless and wired network connections configuration assistance
• Resolve end user technical issues promptly and effectively.
• Reviewing, managing and maintaining the Tier 1 ticket queue to ensure timely and effective issue resolution.
• Monitor incoming support request tickets and create tickets for every customer interaction that does not already exist in ServiceNow. All tickets will follow NCUA’s configuration management policies for ticket escalation, ticket routing, and ticket closures.
• Receive, track, and support all IT Service, Unified Communications (external and internal audio, video, and web conferencing support) and user workstation/desk move, add, and change support requests. Will use NCUA-provided Interactive Voice Response (IVR) and Automated Call Distributor (ACD) software, hardware, and associated licenses.
• Respond to and manage multiple alternative communications channels, including voice messages, email, and intranet portal self-service requests.
• Track, manage, and provide monthly update on Help Desk utilization
• Create problem tickets to track like incidents and raise the trend
• Prioritize and organize incoming support requests to ensure timely resolution in alignment with established Service Level Agreements (SLAs), maintaining accountability for meeting response and resolution targets.
• Attend NCUA provided training as requested
• Will always maintain a high level of customer satisfaction and professionalism.

Benefits

• Nationwide medical, dental, and vision insurance
• 3 weeks of Paid Time Off and 11 Paid Federal Holidays
• 401k matching
• Life Insurance, Short-Term Disability, and Long-Term Disability at no cost to our employees
• Supplemental insurance options
• Flexible spending accounts and Dependent Care spending accounts
• Wellness incentives
• Reimbursement for professional development and certifications
• Access to training assistance opportunities to support career growth and progression
• Hybrid and Remote work opportunities to support work-life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level