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Job Description
Description
Help Desk Representative
At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value - not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team!
Job Summary
B&A is seeking a Help Desk Representative to provide Tier 1 and Tier 2 technical support for cloud-based and on-premises IT environments supporting the USSOUTHCOM J26 Enhanced Domain Awareness program. The ideal candidate will possess strong troubleshooting and customer service skills, with experience supporting enterprise users, resolving technical incidents, managing IT assets, and utilizing modern ticketing systems in a fast-paced operational environment.
Responsibilities
Education and Experience
Required Skills
Security Clearance
More About B&A:
Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.
Benefits and Programs
B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A's 401(k) plan is available to all employees and includes a company matching contribution.
B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:
At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.
EEO
B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.
B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 Form to confirm work authorization.
Help Desk Representative
At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value - not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team!
Job Summary
B&A is seeking a Help Desk Representative to provide Tier 1 and Tier 2 technical support for cloud-based and on-premises IT environments supporting the USSOUTHCOM J26 Enhanced Domain Awareness program. The ideal candidate will possess strong troubleshooting and customer service skills, with experience supporting enterprise users, resolving technical incidents, managing IT assets, and utilizing modern ticketing systems in a fast-paced operational environment.
Responsibilities
- Provide Tier 1 and Tier 2 technical support for cloud-based and on-premises systems
- Troubleshoot and resolve hardware, software, connectivity, and user access issues
- Support end users through remote desktop assistance and incident resolution
- Utilize ticketing systems such as JIRA and ServiceNow to document, track, and resolve support requests
- Assist with enterprise device provisioning, deployment, and configuration
- Maintain accurate IT asset inventory and tracking records
- Escalate complex technical issues to appropriate support teams when necessary
- Deliver professional customer service and timely issue resolution to end users
- Support Microsoft Windows, macOS, and cloud-based collaboration environments
- Follow established IT support procedures, troubleshooting methodologies, and service desk best practices
Education and Experience
- Bachelor's degree in information technology, Computer Science, or related field required
OR - Minimum of three (3) years of equivalent professional IT support experience in lieu of degree
- Experience supporting enterprise IT environments and end-user systems
- Experience providing Tier 1 and Tier 2 technical support in a help desk or service desk environment
- Experience supporting both cloud-based and on-premises infrastructure preferred
Required Skills
- Strong troubleshooting and problem-solving skills
- Experience resolving Tier 1 and Tier 2 support tickets
- Experience with remote desktop support and end-user assistance
- Familiarity with ticketing systems such as JIRA and ServiceNow
- Experience with enterprise device provisioning and deployment
- Experience maintaining IT asset tracking systems and inventory management
- Proficiency supporting Microsoft Windows and macOS operating systems
- Familiarity with cloud-based IT support tools and collaboration platforms
- Strong written and verbal communication skills
- Ability to work independently in a remote support environment
- Strong customer service and user support experience
Security Clearance
- No security clearance required
- Must be authorized to work in the United States without sponsorship
More About B&A:
Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.
Benefits and Programs
B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A's 401(k) plan is available to all employees and includes a company matching contribution.
B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:
- The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
- A formal mentorship program
- Job shadowing and cross training opportunities
- Brand Ambassador program
- Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
- Monthly teambuilding events
- B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more
At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.
EEO
B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.
B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 Form to confirm work authorization.
group id: RTL61152