Tier I Helpdesk (TS/SCI)

Job Description

Junior Help Desk Analyst / Tier I IT Support Technician

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Location: Springfield, VA (onsite)

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Clearance: Active TS/SCI required; must be willing to obtain a polygraph

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About the Role

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We're looking for a Junior Help Desk Analyst to join a federal IT support team providing Tier I operations and maintenance support. This is a great opportunity for someone early in their IT support career to build hands-on experience in a structured, high-visibility government environment, with room to grow into higher support tiers.

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Responsibilities

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• Perform assigned Tier 1 O&M tasks with oversight: ticket logging, status updates, basic troubleshooting, and documentation of next steps
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• Collect and organize operational data for reporting (ticket counts, categories, aging) and maintain accuracy and consistency
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• Assist with documentation upkeep (SOPs, runbooks, checklists) and validate that instructions are clear and usable
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• Provide Tier 1/2 support under supervision: ticket intake and triage, user guidance, and escalation with complete diagnostics
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• Perform routine administrative tasks as authorized: account actions, permissions routing, and batch job monitoring/support with documented outcomes
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• Update SOPs, runbooks, and knowledge articles based on resolved issues and standard procedures
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• Support enhancement cycles by executing assigned test cases, recording evidence, and updating test scripts as directed
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• Assist in preparing training logistics and material packaging for releases (job aids, step-by-step guides)
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Required Qualifications

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• Active TS/SCI clearance
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• Willingness to obtain a polygraph
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• Strong attention to detail and documentation skills
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• Ability to work onsite in Springfield, VA, Monday-Friday during core business hours
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