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JOB DESCRIPTION

Position: Help Desk Analyst

Position Summary:

The Help Desk Analyst plays a crucial role in providing technical support to both internal and external customers for computer systems, software, and hardware issues. Their responsibilities include assisting users and IT groups with incidents, problems, and requests for unclassified and classified equipment through various communication channels.

Shift Schedule: , Monday - Friday

Clearance Eligibility: Active DoD - Secret

Offered Package: The compensation for this position will be tailored based on educational background, certifications, work experience, and professional skills.

DUTIES AND RESPONSIBILITIES:

• Deliver Service Desk assistance to all customer IT groups for unclassified and classified services.
• Manage ticket submission and tracking via phone, email, and the ticketing system.
• Collaborate with the IT team to address complex technical issues effectively.
• Document, assess, and resolve Service Desk incidents, problems, events, and requests following specified processes.
• Coordinate with the Customer's Representatives to resolve events, incidents, and problems efficiently.
• Assist the Client in addressing Network events, incidents, and problems, including Network connectivity anomalies.
• Provide insights for improving documented processes and procedures.
• Utilize the online status system to handle Information related to incidents, problems, and service requests.
• Track incident ticket resolution progress accurately.
• Ensure customer satisfaction by verifying resolution before closing the ticket.
• Generate Post-Incident Reports for clients detailing the resolution steps taken.
• Implement a tailored priority process for service requests from deployed forces.
• Maintain historical Service Desk performance data for reviews.
• Process both classified and unclassified service requests effectively.

COMPETENCIES:

• Demonstrates excellent communication and interpersonal skills.
• Adheres to policies and procedures effectively.
• Provides clear and effective responses to queries.
• Handles negative situations with a positive approach.

Education and Certification Requirements:

• Requires IAM I certification (CAP, CND, Cloud+, GSLC, Security+ CE).
• ITILv4 certification is preferred.

Background and Experience:

• Minimum of 2 years experience in a helpdesk or technical support role.
• Strong problem-solving abilities and analytical skills.
• Proficient in verbal and written communication tailored for non-technical users.
• Familiarity with Windows OS, Microsoft Office Suite, and Remedy Ticketing.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• General office environment with minimal movement requirements.
• May involve up to 10% of travel to contractor sites.
• Potential off-hours work during releases and outages.
• Occasional movement of up to 10lbs objects.
• Stationary position required 50% of the time.
• Continual use of computers and office equipment.
• Ability to adapt to various work environments.
• Requires good communication skills and visual acuity.

This job description provides a comprehensive view of the role without limiting additional duties or responsibilities that may arise. It is vital to recognize that accommodations can be made for individuals with disabilities to perform essential functions.

Equal Employment Opportunity Veterans/Disabled

Shift Schedule: , Monday - Friday