Help Desk Analyst

Help Desk AnalystAt Agile Defense we know that action defines the outcome and new challenges require new solutions. That's why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation's vital interests.The Help Desk Analyst provides support to both internal and external customers, addressing issues related to computer systems, software, and hardware. This role involves managing incidents, problems, and service requests, collaborating with users and IT teams for both 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.Provide service desk support to all customer IT groups for both 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 resolution of incidents.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 the delivery of Install, Move, Add, and Change services, as well as the identification and resolution of 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.Additionally, 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.Education and BackgroundIAM I (CAP, CND, Cloud+, GSLC, Security+ CE)ITILv4 (desired)Years of Experience A minimum of 2 years of experience in a help desk or technical support role, offering assistance and troubleshooting support to end users. Required SkillsA minimum of 2 years of experience in a help desk or technical support role, offering assistance 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.Working ConditionsEnvironmental Conditions: General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not 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.Strength Demands: 10 lbs. maximum lifting, occasional lift/carry of small articles.Physical Requirements: Occasionally required to stand; frequently required to walk and sit. Continually required to utilize hand and finger dexterity. Occasionally required to climb, balance, bend, stoop, kneel or crawl. Continually required to talk or hear. Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.Our Core ValuesEmployees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.Happy: Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.Helpful: Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.Honest: Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.Humble: Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.Hungry: Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.Hustle: Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities