Tier 1 Helpdesk Analyst

Tier 1 Helpdesk Analyst – Arlington, VA Responsibilities Answer calls, execute request fulfillment, provide functional user support, training, initial diagnostics/troubleshooting, account management, password services, diagnose and resolve issues on unclassified and classified office information systems. Provide support for implementation, troubleshooting, and maintenance of IT systems. Perform first‑level problem identification, diagnosis, and resolution. Maintain and restore normal IT operations with minimal impact on business activities. Provide tier‑1 support to end users for PC, server, or mainframe applications or hardware. Interact with network services, software engineering, and/or application development to restore service or correct core problems. Simulate or recreate user problems to resolve operating difficulties. Recommend system modifications to reduce user problems. Provide local and remote technical support on multiple networks within the agency. Develop and document process enhancements and assist other departments for continuous improvement. Work with the IT Help Desk Lead to ensure compliance with Service Level Objectives in accordance with contractual standards. Contribute to change management, representing customer interests in risk assessment and impact. May lead small teams or team members. Meticulously record all incident details in a ticketing system. Use internal knowledge bases and documented solutions to resolve known issues quickly. Escalate to Tier 3 or specialized teams, documenting issue and steps taken. Perform other duties as assigned. Qualifications Associate’s degree or 2+ years of relevant experience. 3+ years of relevant experience. DoD IAT Level II Certification required. DoD Top Clearance required; Top Secret with SCI eligibility preferred. Successfully pass background and drug screening. Knowledge, Skills, and Abilities Apply basic security principles to the computing environment. Troubleshoot hardware and software problems related to desktops, printers, scanners, PDAs, video/teleconferencing systems, and peripherals. Analyze, diagnose, and recommend solutions for hardware/software problems. Install, configure, and learn unique applications and programs. Troubleshoot Microsoft products including Windows and Office, and Windows security. Install and support workstation hardware and software. Use incident ticket tracking systems for inputting incidents and creating work orders. Excellent written and verbal communication and customer service skills. #J-18808-Ljbffr