IT Help Desk Analyst

Are you ready to make a meaningful impact with a company that values your technical ambition? Join us and experience a company where your contributions truly make a difference!

Must have an active TS/SCI with polygraph security clearance. Contract core hours:
Monday–Friday, 0600–1900.

Provide Help Desk services on both classified and unclassified workstations, including the following responsibilities:

• Provide daily customer service technical support and assistance to users.
• Deliver Tier 1 customer support and communicate resolutions to customer issues in a professional manner. Track, route, and redirect problems to the appropriate resources.
• Analyze trouble ticket trends and provide weekly trend analysis and metrics to the Tier 2 team and the Government.
• Escalate any issues, problems, or suggestions that cannot be resolved by the contractor to the Government Help Desk lead.
• Log all trouble tickets into the Government‑specified ticket tracking tool(s).
• Document and communicate resolutions to the end user.
• Receive, log, track, and analyze issues, problems, and suggestions related to applications via telephone calls, email, in‑person contact, and/or the ticketing system.
• Monitor trouble tickets until the issue is resolved and the ticket is closed.
• Generate a weekly report of open and unresolved tickets.
• Create, update, and maintain content within an online knowledge database to catalog and address Frequently Asked Questions (FAQs), and conduct monthly reviews of the Help Desk Support Handbook for accuracy.
• Maintain and update a repository of known errors, workarounds, and fixes, and provide this information to the Help Desk Service Team to assist in supporting end users.

• Minimum of High School diploma and 0-3 years of help desk experience.
• Experience troubleshooting general IT related issues.
• Good communication and writing skills.
• Familiarity with Networking (LAN/WAN) terminologies.
• Familiarity with basic hardware terminologies.
• Prefer familiarity with COTS and GOTS applications.
• Prefer experience providing Tier I or Tier 2 Help Desk Support.
• Prefer experience troubleshooting through technical directories and virtual resources.
• Prefer BS or equivalent in a technical discipline.
• Prefer A+ certification or equivalent.

Must be a US Citizen. Approximate salary range: $50,000-$55,800.

A variety of factors can impact the final salary offered, including, but not limited to, geographic location, Federal Government contract labor categories and wage rates, relevant work experience, specialized skills and competencies, education, and certifications.

Send resume to  or apply directly on our website:  or

• 401(k) with 6% company match - VESTS IMMEDIATELY
• Medical Insurance (with HSA and HRA options)
• Dental and Vision Insurance
• Life and Disability Insurance
• Complimentary Identity Theft Protection
• Tuition/Certification Reimbursement
• Paid Time Off
• Referral bonuses
• And more!

At Flash Technology Group, we truly care about our team, offering flexibility for a balanced life, competitive compensation, and a robust benefits package that supports you and your family. We prioritize well‑being with premium healthcare, financial and family support, retirement planning, and ongoing learning. We’re committed to your growth and happiness!

Flash Technology Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other protected characteristic.