Help Desk Analyst

Company Overview Octave provides mission‑critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle—Design, Build, Operate, and Protect—where performance, safety, and reliability are non‑negotiable and failure is not an option. Turning complex operational data into actionable intelligence, Octave connects expertise, real‑world conditions, and enterprise‑scale insight to improve performance, resilience, and incident response where it matters most. Quick Hits Employees: 150 Operating Locations: Chantilly, VA (HQ); Huntsville, AL; Lanham, MD, and other client sites across the US Location: San Rita, Guam Job Overview A day in the life of a Help Desk Analyst: The ideal candidate ensures that the Help Desk operates as a highly professional service that meets the needs of the customer. Follows procedures and processes for assistance requests from users in a pleasant and professional manner; logs, assigns, and responds to requests in a timely manner according to procedures. Records user contacts with information on faults and problems, searches documentation and previous requests for related solutions, and documents findings on the call log. Maintains change‑control procedures for the Support Team and incorporates them into routine workflow. Tasks include verification, support, and resolution of service tickets in the current IT ticket system for IT customer support, as well as end‑device support such as cellular phones, tablets, iPhones, iPads, and multi‑functional devices. Qualifications & Experience Are an individual with excellent communication skills, the ability to logically and quickly break down problems to achieve resolution, a customer‑service orientation, and the ability to explain complex technical issues in a clear, understandable way to the customer? Show patience in dealing with difficult customers and be a team player. The ideal candidate will have recent and significant experience of working in an Information and Communication Technology Help Desk. What we are expecting from you (i.e. the qualifications you must have) CompTIA Security+ Certification Ability to remain in a stationary position and operate a computer for extended periods Occasional ability to move or transport items up to 50 pounds Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety Manage multiple tasks, prioritize, and maintain focus in dynamic environments Demonstrate strong problem‑solving, critical thinking, and analytical skills Maintain consistent attendance, punctuality, and high professional standards High School Diploma 2 or more years of experience in a related IT technical field Ability to keep up with technical innovations and IT trends Exceptional interpersonal and communication skills Required Level of Security Clearance Must be a U.S. Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance Security Clearance not required at the time of hire No expected travel What we will provide in return Competitive health care plans with savings accounts Dental and vision plans 401(k) with 100% company match up to 6%, with immediate vesting on company match Life and disability insurance Learning Management System with robust offerings Tuition Reimbursement Program Flexible working arrangements where possible 13 paid holidays per year Veterans’ focused Employee Resources Group with regular educational sessions and communications Equal Employment Opportunity / EEO Statement Octave Federal is an Equal Employment Opportunity Employer. We comply with all applicable federal anti‑discrimination laws and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in its job application procedures. If you have any difficulty using our online system and need an accommodation due to a disability, you may use the following email address, View email address on click.appcast.io, and/or phone number View phone number on click.appcast.io to contact us about your interest in employment with Octave Federal. All qualified applicants will receive consideration for employment without regard to protected veteran status, disability status, or any other protected class covered by federal, state, or local law. Octave Federal participates in E‑Verify. Hiring Process At Octave Federal, we prioritize a secure and thorough hiring process. Be aware that we will never extend an employment offer without a careful review and interview process, and all official communications from our representatives will come from a verified Octave Federal email address, never requesting upfront fees or sensitive information. #J-18808-Ljbffr Hexagon US Federal