Tier 1 Help Desk Analyst

Salary: $120,000 - 160,000 per year

Requirements:

We require an associates degree from an accredited institution in cybersecurity, information assurance, computer science, or a related technical field, or equivalent hands-on experience; an additional 2+ years of relevant experience may substitute for the degree. We are looking for at least 3 years of relevant experience. We require a current DoD Top Secret clearance with SCI/SAP eligibility. We require DoD 8570.01-M Information Assurance Technical (IAT) Level II certification. We expect a solid understanding of applying foundational security principles within the computing environment. We need the ability to diagnose hardware and software issues across desktop computers, print servers, scanners, printers, PDAs, desktop video/videoconference systems, and other peripherals. We value proven experience analyzing technical problems and recommending effective remediation steps. We need experience with software and hardware installation, configuration, and the ability to quickly learn specialized applications. We require strong troubleshooting capability with Microsoft products, including Windows and Office, along with knowledge of Windows security and desktop tools. We expect experience installing and supporting workstation hardware and software. We value familiarity with standard incident tracking systems for logging tickets and creating work orders. We require excellent written and verbal communication skills, along with strong customer service abilities. Responsibilities:

We answer support calls, fulfill requests, provide end-user assistance, and handle initial diagnostics and troubleshooting. We manage accounts and password services and support users on unclassified and classified office information systems. We provide implementation, troubleshooting, and maintenance support for IT systems. We perform first-level identification, analysis, and resolution of technical issues. We work to restore users to normal IT operations with minimal disruption to business activity. We support end users on PC, server, or mainframe applications and hardware at the tier 1 level. We coordinate with network services, software engineering, and application development teams to restore service and address root causes. We reproduce or simulate user issues to resolve operational problems. We recommend system changes that reduce recurring user issues. We provide local and remote technical support across the agencys multiple networks. We develop and document process improvements and help other departments as needed to strengthen service delivery. We work with the Help Desk Lead to maintain compliance with service level objectives and contractual standards. We participate in change management by representing the customers interests when evaluating risk and impact. We may provide guidance to small teams or individual team members. We complete other duties as assigned. Technologies:

Ada Hardware Support Network SAP Security Windows More: We are Apavo, a cybersecurity company supporting military, defense, and critical infrastructure clients. We are committed to quality, clear communication, positive and candid teamwork, work-life balance, and a growth mindset. This is an on-site, full-time, non-exempt role based in Arlington, VA within our Program Support department, supporting a long-term Department of Defense contract. We offer a professional, mission-driven environment where team members can make a meaningful impact while continuing to grow. We are an equal opportunity employer and provide reasonable accommodations in line with ADA requirements. last updated 42 week of 2026