Help Desk Analyst

The Help Desk Analyst provides support to both internal and external customers, addressing issues related to computer systems, software, and hardware. This role involves managing incidents, problems, and service requests, collaborating with users and IT teams for both unclassified and classified equipment. The candidate will be required to provide help desk support via phone, web-interface, email and in-person interactions. Additionally, the Help Desk Analyst will oversee the entire lifecycle of service requests, including incident resolution, problem management, fulfillment, verification, and closure.

Responsibilities

Provide service desk support to all customer IT groups for both unclassified and classified services; Monitor and respond to support requests submitted through various channels including phone, email, and the ticketing system; Collaborate with IT team members to escalate complex technical issues; Document, assess, track, and resolve incidents, problems, and service requests according to established Incident and Problem Management processes; Coordinate with the Customer's Representatives to resolve events, incidents and problems; Collaborate with the client to resolve network-related events, incidents, and problems, including IMAC services and network connectivity anomalies; Verify resolution with the customer before closing the ticket and provide a comprehensive Post-Incident Report; Generate, publish, and maintain historical data for weekly and monthly Service Desk performance metrics; Recommend improvements to existing processes and procedures

Requirements

Clearance Level: Secret, Must Have Clearance to Start; IAM I certification (CAP, CND, Cloud+, GSLC, Security+ CE); Minimum of 2 years of experience in a help desk or technical support role, offering assistance and troubleshooting support to end users; Demonstrated strong analytical and problem-solving abilities; Excellent verbal and written communication skills with the ability to communicate effectively with non-technical users; Experience with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System

Nice to have

ITILv4