Help Desk Analyst II

JOB DESCRIPTION

Position: Help Desk Analyst

Position Summary:

The Help Desk Analyst supports internal and external customers, addressing computer systems, software, and hardware issues. This role involves managing incidents, problems, and service requests, collaborating with users and IT teams for 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.

Clearance Eligibility: DoD - Secret

Shift Schedule: 1600 - 0000, 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 support to all customer IT groups for 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 incident resolution.
• Collaborate with IT team members to escalate 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 delivering, install, move, add, and change services and identifying and resolving 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. 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.

COMPETENCIES:

• Excellent problem-solving and critical-thinking skills.
• Strong interpersonal relationship skills.
• Ability to follow policies and procedures.
• Ability to communicate with users who lack understanding of common technological language/terminology.
• Aptitude to address negative situations and positively resolve them.

Education and Certification Requirements:

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

Background and Experience:

• 2 years of experience in a help desk or technical support role, helping 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.

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 operate 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