Position: Helpdesk Analyst II

Position Summary:

The Help Desk Analyst provides support to internal and external customers regarding computer systems and software/hardware issues. They assist with the handling of incidents, problems, and requests with users and IT groups for unclassified and classified equipment. The candidate will be required to provide help desk support via phone, web interface, email, and in-person communication to assist in the management of the lifecycle of incidents, problems, and service requests including fulfillment, verification, and closure.

Clearance Eligibility: Active DoD - Secret

Shift Schedule: 1000 - 1800, Monday - Friday

Salary: The salary offered will depend on education, certifications, length and relevance of work history, and professional experience.

DUTIES AND RESPONSIBILITIES:

• Provide service desk services to all customer IT groups for unclassified and classified services.
• Respond to and monitor ticket submission and tracking through multiple means, such as phone, email, and the ticketing system.
• Collaborate with IT team members to escalate complex technical issues.
• Document, assess, track, resolve, and fulfill service desk incidents, problems, events, and requests by the documented Incident Management 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.
• Coordinate with the client to resolve network events, incidents, and problems to include installation, move, add, and change services for the customer; and to resolve network connectivity anomalies.
• Recommend enhancements to documented processes and procedures.
• Operate the online status system to initiate, query, track, update, and display information, (such as aging and backlog) pertaining to incidents, problems, and service requests.
• Track the resolution of incident tickets as required.
• Verify resolution with the customer before resolving the ticket.
• Provide the client with a Post-Incident Report regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for outage of service.
• Recommend and implement a customized priority process for service requests from deployed forces within the existing ticketing system.
• Generate, post, and retain historical information for weekly and monthly service desk performance measurements on a government-designated website and report this information as part of the Weekly and Monthly In-Progress Review.
• Process, manage, and execute classified and unclassified service requests.

COMPETENCIES:

• Good communication and interpersonal skills
• Ability to follow policies and procedures.
• Ability to communicate effectively and respond clearly to questions.
• Aptitude to address negative situations and resolve them in a positive manner.

Education and Certification Requirements:

• IAM I (CAP, CND, Cloud+, GSLC, Security+ CE)
• ITIL v4 (desired)

Background and Experience:

• 2 years of experience in a helpdesk or technical support role
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Ability to communicate effectively with non-technical users

Required Technical Skills:

• Familiarity with Microsoft (MS) Windows operating systems, MS Office Suite, and Remedy ticketing system.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• General office environment. Work is generally sedentary but may require movement about the office for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no 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
• Occasional movement of small articles up to 10lbs
• Must be able to remain in a stationary position 50% of the time
• Continually operates a computer and other office productivity machinery
• Occasionally required to move self in different positions to accomplish tasks in various environments including tight and confined spaces
• Continually required to communicate information and ideas so others will understand
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Employment Opportunity Veterans/Disabled