IT Help Desk Analyst - Tier 1; Federal
Listed on 2026-07-21
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IT/Tech
HelpDesk/Support, Technical Support, IT Support
Role Overview
Help Desk Analysts provide IT support for over 22000 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email, chat and web/intranet. Help Desk analysts use remote assistance to assist customers if the customers PC is connected to the network.
What You Will DoHelp Desk Analysts follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. They work 40 hour a week shifts, according to a schedule established by the IT Help Desk Manager and Supervisors.
Why It Might Be a FitHelp Desk Analysts should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis. They should possess proven excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills.
Requirements- HS Diploma or GED
- Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification
- Public Trust security clearance
- Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations
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