Tier 1 Help Desk Analyst

SecuriGence•Arlington, VA

2d•$30 - $30

About The Position

SecuriGence, part of Chenega Military, Intelligence & Operations Support (MIOS), is seeking a Tier 1 Help Desk Analyst in Arlington, Virginia. The role provides first-level technical support to end users across unclassified and classified office information systems and multiple agency networks. The analyst helps restore normal IT operations with minimal impact on business activity, supports implementation and maintenance of IT systems, and works with specialized technical teams to resolve service issues. The position involves responding to support requests, diagnosing and resolving hardware and software problems, managing accounts and passwords, documenting incidents, and escalating issues when needed. The analyst also contributes to service and process improvement, change management, and compliance with contractual service level objectives. The role may include providing leadership to small teams or team members. Chenega MIOS describes a professional development culture that includes hands-on learning and formal development opportunities. The company also describes a supportive culture and well-being programs. The estimated pay is $29.52 to $30.00 per hour.

Requirements

Associate’s degree, or 2+ years of relevant experience as a substitute.
3+ years of relevant experience.
DoD IAT Level II Certification.
DoD Secret Clearance.
Understanding of applying basic security principles to the computing environment.
Ability to troubleshoot hardware and software related to desktop computers, print servers, scanners, printers, PDAs, desktop video and videoconferencing systems, and peripherals.
Knowledge and demonstrated ability in analyzing, diagnosing, and recommending solutions for hardware and software problems.
Ability to install and configure systems and learn unique applications and programs.
Ability to troubleshoot Microsoft products, including Windows and Office, Windows security, and Microsoft desktop products.
Experience installing and supporting workstation hardware and software.
Knowledge of industry-standard incident ticket-tracking systems for entering incident tickets and creating work orders.
Excellent written and verbal communication skills.
Excellent customer service skills.

Nice To Haves

Top Secret clearance with SCI eligibility preferred.

Responsibilities

Answer calls and fulfill requests, provide functional user support and training, perform initial diagnostics and troubleshooting, manage accounts and passwords, and diagnose and resolve issues on unclassified and classified office information systems.
Support implementation, troubleshooting, and maintenance of IT systems.
Identify, diagnose, and resolve first-level problems.
Restore normal IT operations while minimizing impact on end users’ business activities.
Provide Tier 1 support for PC, server, or mainframe applications or hardware.
Work with network services, software systems engineering, and application development teams to restore services or identify and correct underlying problems.
Simulate or recreate user problems to resolve operating difficulties.
Recommend system modifications to reduce user problems.
Provide local and remote technical support to end users across multiple agency networks.
Develop and document process and procedural improvements, and assist other departments with continuous service improvement.
Work with the IT Help Desk Lead to maintain compliance with Service Level Objectives and contractual standards.
Contribute to change management and represent customer interests when assessing risk and impact.
May provide leadership to small teams or team members.
Record incident details, including symptoms, error messages, and user information, in a ticketing system.
Use internal knowledge bases and documented solutions to resolve known issues.
Escalate issues to Tier 3 support or specialized teams, documenting the issue and troubleshooting steps taken.
Perform other duties as assigned.