HelpDesk Analyst

We are the fastest growing staffing company in North America and the only firm that specializes in recruitment services for 22nd Century Technologies, Inc. (TSCTI). TSCTI manages a diverse portfolio of IT and general staffing contracts with the U.S. Government and private sector agencies.

Title
:
Operations and Maintenance Helpdesk Analyst (307120)

Duration
: 13 weeks contract‑to‑hire

Start Date
: 04/21/2017

Location
:
Sterling, VA, United States

Description
:
We are seeking a motivated, customer‑oriented Operations and Maintenance Helpdesk Analyst to join our team and support Client Federal Systems. The role involves installing, maintaining, and servicing computer‑related products—including desktops, laptops, printers, network devices, and standard software—at customer sites. The analyst may work under help desk, service desk, or scripted procedures using established methods and tools. Assignments range from basic troubleshooting to more complex device repairs.

• Monitor and report on system data and alerts.
• Resolve system issues through remote access to deployed systems.
• Provide on‑call support for LBI/ITI applications per contract terms.
• Manage trouble tickets and key issues related to ongoing program operations.
• Track and resolve all issues presented by the customer through appropriate PMO chains as defined by the contract.
• Collaborate with technical/software teams to ensure changes improve operational functionality and overall performance at the ports.

• U.S. citizenship with full background investigation required.
• Associate’s degree and a minimum of 2 years of technical experience with hardware and software (Windows embedded systems, Help Desk, or equivalent).
• Familiarity with network infrastructure.
• CBP BI clearance preferred.
• Potential 24/7 coverage; shift work may be required.
• Self‑directed, highly motivated, strong problem‑solving and troubleshooting skills.
• Strong verbal and written communication skills, particularly in explaining technical issues to external customers.
• Experience interacting with project managers, deployment teams, and other team members to resolve issues.

• Period of performance until 9/25/17.
• Four option years.

All applicant information will be kept confidential in accordance with EEO guidelines.