Help Desk Analyst

Title: Help Desk Analyst
Location: Remote, USA
Clearance: Public Trust
Type: Full Time, W2
Citizenship: U.S. Citizen

About the Company
We are a mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience. We are a diverse team of innovators focused on creating open, scalable, and automated solutions that drive digital transformation in federal space. Our work culture fosters collaboration, creativity, and continuous learning.

Job Summary
We are seeking a motivated Help Desk Analyst to join our team to support a federal customer. This is an excellent opportunity for an early-career IT professional who enjoys solving technical issues, providing exceptional customer support, and working in a collaborative federal IT environment.
As a member of the Help Desk team, you will provide first-line technical support to users by diagnosing and resolving hardware, software, and system-related issues. You will work closely with the Program Manager, Business Process Specialists, and fellow Help Desk personnel to ensure timely resolution of incidents while delivering high-quality customer service.

Key Responsibilities

• Provide technical support and troubleshooting assistance for users operating within the federal customer.
• Diagnose and resolve hardware, software, network, and application-related issues in a timely and professional manner.
• Respond to user inquiries and document incidents, requests, and resolutions using established ticketing systems.
• Escalate complex technical issues to appropriate support teams when necessary.
• Monitor assigned tickets to ensure timely resolution and adherence to service level agreements (SLAs).
• Assist users with system access, account support, and application-related questions.
• Support operational activities and contribute to maintaining a high level of customer satisfaction.
• Collaborate with team members to identify recurring issues and recommend process improvements.
• Maintain accurate documentation of troubleshooting procedures, resolutions, and knowledge articles.
• Support shift operations and, when applicable, assist with team leadership or lead diagnostic activities.

Required Skills/Qualifications

• U.S. Citizenship required.
• Ability to obtain and maintain a Public Trust clearance.
• Must possess an IT-II Non-Critical Sensitive (Tier 3) security clearance.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of experience providing Help Desk or Technical Support services.
• Experience supporting computer hardware, operating systems, and software applications.
• Understanding of how software applications interact with computer hardware and operating systems.
• Experience diagnosing and resolving technical issues in a customer support environment.
• Relevant technical certification from a nationally recognized certification authority.
• Excellent verbal communication, customer service, and problem-solving skills.
• Ability to work independently while contributing effectively within a team environment.

Preferred Qualifications

• Experience using Jira for incident and ticket management.
• Experience supporting the Procurement Integrated Enterprise Environment (PIEE).
• DoD 8570/8140 certification such as CompTIA Security+.
• Scrum Master certification or experience working within Agile environments.
• Previous experience serving as a Help Desk Lead, Shift Supervisor, or Lead Diagnostician.

Benefits

• Comprehensive Medical, Dental, and Vision Plans (Healthcare benefits are 100% employer-paid for employees only)
• Life Insurance
• Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)
• 401K Retirement Plan with employer match
• Professional Development Training Reimbursement