Helpdesk Analyst

Job Title: Helpdesk Analyst

Location: Quantico, VA

Clearance Level: Secret, Must Have Clearance to Start

Required Certification(s): IAM I (CAP, CND, Cloud+, GSLC, or Security+ CE)

The Help Desk Analyst provides support to both internal and external customers, addressing issues related to computer systems, software, and hardware. This role involves managing incidents, problems, and service requests, collaborating with users and IT teams for both unclassified and classified equipment. The candidate will be required to provide help desk support via phone, web-interface, email and in-person interactions. Additionally, the Help Desk Analyst will oversee the entire lifecycle of service requests, including incident resolution, problem management, fulfillment, verification, and closure.

• Provide service desk support to all customer IT groups for both unclassified and classified services.
  Monitor and respond to support requests submitted through various channels—including phone, email, and the ticketing system—ensuring timely tracking, documentation, and resolution of incidents.
• Collaborate with IT team members to elevate complex technical issues.
  Document, assess, track, and resolve incidents, problems, and service requests according to established Incident and Problem Management processes.
• Coordinate with the Customer’s Representatives to resolve events, incidents and problems in accordance with the Event Management, Incident Management and Problem Management processes such as anomalies that affect more than one user.
• Collaborate with the client to resolve network-related events, incidents, and problems, including the delivery of Install, Move, Add, and Change services, as well as the identification and resolution of network connectivity anomalies.
• Verify resolution with the customer before closing the ticket and provide a comprehensive Post-Incident Report detailing the cause of the service outage, corrective actions taken, and any required follow-up steps.
• Generate, publish, and maintain historical data for weekly and monthly Service Desk performance metrics on a government-designated website. Additionally, compile and report this information as part of the Weekly and Monthly In-Progress Reviews.
• Recommend improvements to existing processes and procedures to enhance efficiency, effectiveness, and overall service quality.

• IAM I (CAP, CND, Cloud+, GSLC, or Security+ CE)
• ITILv4 (desired)

• A minimum of 2 years of experience in a help desk or technical support role, offering assistance and troubleshooting support to end users.

• Demonstrated strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills with the ability to communicate effectively with non-technical users.
• Experience with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System.

• Environmental Conditions: General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
  
  Contractor site with 0-10% travel possible. Possible off‑hours work to support releases and outages.
• Strength Demands: 10 lbs. maximum lifting, occasional lift/carry of small articles.
• Physical Requirements: Occasionally required to stand; frequently required to walk and sit. Continually required to utilize hand and finger dexterity. Occasionally required to climb, balance, bend, stoop, kneel or crawl. Continually required to talk or hear. Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities