Helpdesk Technician (Analyst I)

Helpdesk Technician (Analyst I)

iQuasar, LLC is seeking a Helpdesk Technician (Analyst I) for our customers in Ocean Springs, MS. iQuasar is an 18+-year-old Northern Virginia company delivering recruitment, proposal development, digital marketing, software development, and IT solutions to Small and Medium Business (SMB) Government contractors in technology and Civil Engineering verticals.

One of our clients in Ocean Springs, MS, needs Helpdesk Technician (Analyst I) for a permanent position.

Position: Helpdesk Technician (Analyst I) Location: Ocean Springs, MS Position Type: Permanent

Job Summary

This role provides Tier I support, basic account and endpoint administration, ticket triage, AWS Cloud support and documentation. The successful candidate will be service-oriented, able to follow process, and capable of building foundational skills in a DoD compliant operational setting.

Key Responsibilities

• Serve as first-line support for user issues related to hardware, access, and usage of the Navy’s Ships Program Management Integrated Data Environment (SPMIDE). The environment includes Product Lifecycle Management, SharePoint, and RISK management applications.
• Log, triage, troubleshoot, resolve, and escalate tickets as appropriate, ensuring timely follow-up and closure.
• Provide remote support as directed.

Account & Access Support

• Facilitate access to the Navy SPMIDE by Department of Defense (DoD) guidelines.

Endpoint & Application Support

• Support connectivity troubleshooting for Navy SPMIDE users.

Documentation & Process Adherence

• Maintain accurate ticket notes and document resolution steps.
• Contribute to internal knowledge articles (FAQs, common fixes, simple SOPs).
• Follow established processes for change requests, approvals, and documentation retention.

Security & Compliance Hygiene Support (Entry Level, As Assigned)

• Escalate suspected security incidents or policy concerns promptly per internal and Department of Defense procedures.

Opportunity for Growth

In our small team environment, this role offers hands-on exposure beyond basic Tier I work. As skills develop, the technician will have opportunities to take on additional responsibilities such as expanded troubleshooting, deeper participation in documentation and process improvement, and increased involvement with compliance-focused IT operations supporting DoD cybersecurity requirements—based on performance and business needs. Mentoring and professional training opportunities will be provided as time permits and as they become available.

Qualifications Required

• 0–2 years of help desk / desktop support experience or equivalent technical aptitude demonstrated through training, labs, internships, or relevant work.
• Comfort working in Windows 10/11 and Microsoft 365.
• Basic understanding of troubleshooting concepts (network and computer system basics, permissions, common application issues).
• Strong customer service skills and professional communication.
• High attention to detail, follow-through, and ability to follow process.

Key Competencies

• Service mindset and responsiveness.
• Organized, process-driven execution.
• Ability to learn quickly and accept coaching.
• Clear written communication and documentation.
• Discretion and professionalism with sensitive information.