Help Desk Analyst

Help Desk Analyst

Candidate must have or be willing to obtain a Public Trust Clearance.

• Provide Tier 1 help desk support by phone and email
• Gather call metrics and provide reporting
• Escalate to Tier 2 or other partners as required
• Install desktop hardware and software
• Provide support to the development, testing, and infrastructure teams as required
• Scenario-based-scripted support for a password reset, account unlock, and username assistance

• Superior oral and written communication skills, including the ability to lead discussions and work with business teams
• Bilingual – Ability to speak and understand Spanish
• Knowledge of Windows 11 Operating Systems
• Original and innovative problem-solving skills
• Exceptional analytical skills and ability to translate concepts to designs
• Capability to multitask and manage competing priorities
• Ability to accept input from and provide guidance to design team members and project sponsors
• Ability to be self‑motivated and work independently when needed
• Willingness to take a service‑centered approach to development

• Minimum two years of technical experience

Salary range for this position in Maryland is $60,000 to $70,000. Final salary will be determined based on various factors.

• Health care
• Retirement plan
• Paid disability and life insurance programs
• Employee assistance program
• Paid and unpaid leave programs
• Education assistance
• Wellness initiatives

Equal Opportunity Employer including Disability/Vets