Help Desk Analyst, IT Support & Incident Resolution
Overview
You will own the full lifecycle of service requests for both unclassified and classified systems, handling 5+ incidents daily across Windows, Microsoft Office, and Remedy. Working with the IT team and government customers at Quantico, VA, you resolve issues via phone, email, and ticketing. This role demands IAM I certification and thrives on direct customer interaction, setting it apart with classified environment exposure.
What You'll Do9
- 1Resolve support requests from all customer IT groups for unclassified and classified services via phone, email, and Remedy.
- 2Monitor ticketing queues, track incidents, and document resolutions within SLA timelines.
- 3Escalate complex technical issues to senior IT staff while maintaining ownership.
- 4Apply Incident Management and Problem Management processes to assess, track, and resolve user-reported issues.
- 5Partner with customer representatives to address multi-user anomalies and service outages.
- 6Deliver Install, Move, Add, and Change services, troubleshooting network connectivity.
- 7Verify resolution with the customer, then close tickets with a detailed Post-Incident Report.
- 8Publish weekly and monthly Service Desk performance metrics on the government website and report in reviews.
- 9Propose process improvements to boost service quality and reduce resolution times.
Requirements9
- 12+ years in help desk or technical support, assisting end users with troubleshooting.
- 2Active Secret clearance to start.
- 3IAM I certification: CAP, CND, Cloud+, GSLC, or Security+ CE.
- 4Strong analytical and problem-solving skills for root-cause analysis.
- 5Excellent verbal and written communication for non-technical users.
- 6Hands-on experience with Windows operating systems and Microsoft Office Suite.
- 7Proficiency with Remedy Ticketing System.
- 8Desired: ITILv4 certification.
- 9Ability to lift 10 lbs. and work in an office environment with occasional off-hours support.
Salary Insight
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