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 help desk support to internal and external customers via phone, web-interface, email and in-person interactions; Oversee entire lifecycle of service requests including incident resolution, problem management, fulfillment, verification, and closure; Monitor and respond to support requests through various channels ensuring timely tracking, documentation, and resolution; Collaborate with IT team members to escalate complex technical issues; Coordinate with Customer’s Representatives to resolve events, incidents, and problems; Collaborate with client to resolve network-related events, incidents, and problems including Installation, Move, Add, and Change services and network connectivity anomalies; Verify resolution with customer before closing ticket and provide 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

IAM I (CAP, CND, Cloud+, GSLC, Security+ CE); Must have Secret clearance to start; Minimum of 2 years of experience in a help desk or technical support role; Strong analytical and problem-solving abilities; Excellent verbal and written communication skills; Experience with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System

Nice to have

ITILv4