Back to Jobs

Tier 1 Help Desk Analyst

Apavo Corporation
Arlington, VA
Description

Job Title: Tier 1 Help Desk Analyst

Location: On-site in Arlington, VA

Department: Program Support

Reports To: Management

FLSA Status: Full Time/Non-exempt

Apavo is at the forefront of cybersecurity, providing services to military, defense, and critical infrastructure industries. Joining the Apavo team means becoming part of a company rooted in the principles of quality and communication. We value positive, candid interactions and the belief that everyone has valuable contributions to make. Apavo stands out for its commitment to a work-life balance and fostering a growth mindset among all team members. If you are looking to make a meaningful impact in the cybersecurity world while growing professionally in a supportive environment, Apavo is the place for you.

Job Purpose

The Tier 1 Help Desk Analyst is a critical first line of support, responsible for providing initial technical assistance and troubleshooting to end users on both unclassified and classified office information systems. This role serves as the first point of contact for users requiring assistance with IT-related issues, including account management, password services, hardware, software, and network connectivity.

The Tier 1 Help Desk Analyst ensures timely resolution of issues to minimize the impact on business operations, while contributing to the overall reliability, security, and performance of the agency’s IT environment. This role also supports continuous process improvement by developing documentation and assisting in the maintenance of service level objectives (SLOs). The Tier 1 Help Desk Analyst collaborates closely with other IT teams to restore service, identify root causes, and recommend system enhancements that improve user experience and system performance.

This role supports a long-term contract (currently in year 4 of 10) within the Department of Defense.

Duties & Responsibilities

Tier 1 Help Desk Analyst responsibilities include, but are not limited to:

  • 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

The Tier 1 Help Desk Analyst is expected to have additional duties as assigned. Additional details are reviewed in accordance with company policies.

Other

This is typical office or administrative work, and there is no exposure to adverse environmental conditions.

This position requires sedentary work. Sedentary work is defined as: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Apavo Corporation provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regards to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Apavo Corporation to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Apavo Human Resources at [email protected] or 571-407-0069

 Employment with Apavo Corporation is on an at-will basis, meaning either you or the Company can terminate the employment relationship, at any time, for any or no reason, and with or without cause or notice. As an at-will employee, your employment with Apavo Corporation is not guaranteed for any length of time.

Requirements

Qualifications

  • 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.
Posted 2026-03-03

Recommended Jobs

Sr. Director, Product Management - AI/ML Platform Intelligence

Capital One
McLean, VA

Overview Sr. Director, Product Management - AI/ML Platform Intelligence Sr Director, Product Management (PXDP65) Product Management at Capital One is a booming, vibrant craft that requires…

View Details
Posted 2025-12-26

Acquisition Life Cycle Manager / Systems Integration Lead, TS/SCI with CI Poly in Chantilly, VA

Maania Consultancy Services
Chantilly, Loudoun County, VA

Hi , Our client is looking for a Acquisition Life Cycle Manager / Systems Integration Lead, TS/SCI with CI Poly in Chantilly, VA . If you are interested, please share your updated resume with your…

View Details
Posted 2026-02-03

Director, Global Recruiting Technology

Hilton
McLean, VA

***This role is based at one of our corporate offices in Memphis, TN, McLean, VA, or Dallas, TX*** This is your chance to be part of a Corporate Human Resources team at a top global hospitality comp…

View Details
Posted 2026-03-03

Residential Apartment Maintenance Supervisor

Pratum Companies
Reston, VA

Residential Apartment Maintenance Supervisor We're seeking a positive individual who is always ready to learn, grow, and take on new challenges. Essential Duties and Responsibilities: Work wit…

View Details
Posted 2026-02-04

Field Service Power Generation Technician

Cummins Inc.
Richmond, VA

**DESCRIPTION** We are looking for a talented Field Service Power Generation Technician to join our team specializing in Power Generation in Richmond, VA. $5000 Sign on Bonus! **Field Service Power Ge…

View Details
Posted 2026-01-30

Appian Developer

Atlas Technologies
Alexandria, VA

Atlas Technologies is seeking a skilled and motivated Appian Developer to join our dynamic IT team and contribute to design and implementation of complex process automation solutions that bridge the g…

View Details
Posted 2026-02-06

Market Managing Director - Norfolk

Towne Insurance
Norfolk, VA

Join us at Towne Insurance! Your career. Your future. Your Towne. Towne Insurance is hiring a Market Managing Director to join our Norfolk team. The Market Managing Director is primarily responsib…

View Details
Posted 2026-02-02

Maintenance Technician

KETTLER
Arlington, VA

The Maintenance Technician, under the direction of the Maintenance Manager, is responsible for general maintenance, repairs in apartments and buildings, and responding to service requests of resident…

View Details
Posted 2026-02-17

Supply Chain Planner

Richmond, VA

Ready to lead the future of packaging? We are seeking a dynamic Supply Chain Planning Manager to join the Sabert team! This is a high-impact leadership role where you will drive strategy, mentor talen…

View Details
Posted 2026-02-05

General Dentist - Roanoke Pediatric Dentistry

PepperPointe Partnerships
Roanoke, VA

The Opportunity : Roanoke Pediatric Dentistry—led by Board-Certified pediatric dentist Dr. Corey Sheppard—has grown into one of the most trusted dental homes for kids and families in the Blue Ridge r…

View Details
Posted 2026-01-29