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.
- Other duties as assigned
- Associate’s degree from an accredited institution in cybersecurity, information assurance, computer science or a related technical discipline, or the equivalent work experience. Can be substituted with 2+ additional years of relevant experience.
- Minimum 3 years relevant experience
- DoD Top Secret Clearance with SCI/SAP eligibility is required.
- Must have DoD 8570.01-M Information Assurance Technical (IAT) Level II
- 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.
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