Help Desk Analyst

Help Desk Analyst Candidate must have or be willing to obtain a Public Trust Clearance. Responsibilities Provide Tier 1 help desk support by phone and email Provide general technical support Gather call metrics and provide reporting Escalate to Tier 2 or other partners as required Install desktop hardware and software Troubleshoot desktop/laptop issues Provide support to the development, testing, and infrastructure teams as required Scenario-based-scripted support for password reset, account unlock, and username assistance Provide cross-functional support for corporate desktop tickets Required Skills Superior oral and written communication skills, including the ability to lead discussions, work with business teams, and interface with customers Bilingual - Ability to speak and understand Spanish Knowledge of Windows 11 Operating Systems Original and innovative problem‑solving skills Exceptional analytical skills and ability to translate concepts to designs Capability to multitask and manage competing priorities Ability to accept input from and provide guidance to design team members and project sponsors Ability to be self‑motivated and work independently when needed Willingness to take a service‑centered approach to development Desired Skills Minimum two years of technical experience Compensation & Benefits The proposed salary range for this position in Maryland is $60,000 to $70,000. Final salary will be determined based on various factors. Comprehensive benefit offerings include healthcare, retirement plan, paid disability and life insurance programs, employee assistance program, paid and unpaid leave programs, education assistance, and wellness initiatives. We are committed to ensuring equitable pay and supporting career advancement through upskilling programs, recertification support, and professional development opportunities. Employee benefits encompass healthcare, paid time off, flexible 401(k) options, and wellness initiatives to encourage a healthy work‑life balance. Equal Opportunity Equal Opportunity Employer including Disability/Vets. #J-18808-Ljbffr