Tier 1 Helpdesk Analyst

Tier 1 Helpdesk Analyst – Arlington, VA

• Answer calls, execute request fulfillment, provide functional user support, training, initial diagnostics/troubleshooting, account management, password services, diagnose and resolve issues on unclassified and classified office information systems.
• Provide support for implementation, troubleshooting, and maintenance of IT systems.
• Perform first‑level problem identification, diagnosis, and resolution.
• Maintain and restore normal IT operations with minimal impact on business activities.
• Provide tier‑1 support to end users for PC, server, or mainframe applications or hardware.
• Interact with network services, software engineering, and/or application development to restore service or correct core problems.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend system modifications to reduce user problems.
• Provide local and remote technical support on multiple networks within the agency.
• Develop and document process enhancements and assist other departments for continuous improvement.
• Work with the IT Help Desk Lead to ensure compliance with Service Level Objectives in accordance with contractual standards.
• Contribute to change management, representing customer interests in risk assessment and impact.
• May lead small teams or team members.
• Meticulously record all incident details in a ticketing system.
• Use internal knowledge bases and documented solutions to resolve known issues quickly.
• Escalate to Tier 3 or specialized teams, documenting issue and steps taken.
• Perform other duties as assigned.

• Associate’s degree or 2+ years of relevant experience.
• 3+ years of relevant experience.
• DoD IAT Level II Certification required.
• DoD Top Clearance required;
  Top Secret with SCI eligibility preferred.
• Successfully pass background and drug screening.

• Apply basic security principles to the computing environment.
• Troubleshoot hardware and software problems related to desktops, printers, scanners, PDAs, video/teleconferencing systems, and peripherals.
• Analyze, diagnose, and recommend solutions for hardware/software problems.
• Install, configure, and learn unique applications and programs.
• Troubleshoot Microsoft products including Windows and Office, and Windows security.
• Install and support workstation hardware and software.
• Use incident ticket tracking systems for inputting incidents and creating work orders.
• Excellent written and verbal communication and customer service skills.