Tier 1 Help Desk Analyst

• Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems
• Provides support for implementation, troubleshooting, and maintenance of IT systems.
• Provides first-level problem identification, diagnosis, and resolution of problems.
• Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s).
• Provides tier 1 support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Provide local and remote Technical Support Services for end user support on the multiple networks within the agency.
• Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
• Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance contractual standards
• Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
• May provide leadership to small teams or team members.

• Minimum 3 years of Information Technology (IT) experience.
• Understanding of applying basic security principles to the computing environment (CE).
• Ability to troubleshoot hardware and software problems related to desktop computers, Print servers, scanners, printers, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.).
• Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
• Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs.
• Ability to troubleshoot Microsoft products including, but not limited to, Windows, Office; including all aspects of Windows security and Microsoft desktop products.
• Experience installing and supporting workstation hardware and software.
• Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
• Excellent written and verbal communication skills and excellent customer service skills are a must.

• Associate's degree or higher. Can be substituted with 2+ years of relevant experience.
• DoD IAT Level II Certification is required.
• DoD Secret Clearance is required. Top Secret with SCI eligibility preferred.

SecuriGence LLC