Tier 1 Help Desk Analyst

The Tier 1 Help Desk Analyst is the first point of contact for end users supporting DLA’s Police Center (POLC) suite of applications and, where applicable, the Fire and Emergency Services (FES) application. The role delivers first-level technical support, incident triage, ServiceNow ticket management, application support, account administration, and troubleshooting, while ensuring compliance with Department of Defense security standards and contractual Service Level Agreements (SLAs).

Core Responsibilities

• Serve as first point of contact for end users, responding to incidents and service requests
• Create, update, prioritize, and resolve tickets in ServiceNow in accordance with contractual SLA timelines
• Provide first-level support for Windows, Active Directory, Microsoft 365, and networking issues
• Support application-level issues for CAD, RMS, E911/NG911, GIS, and CJIS-interfacing systems (and FES’s Emergency Reporting application, where applicable)
• Perform password resets, account administration, and user provisioning
• Escalate advanced technical issues to Tier 2 support with clear documentation of triage steps taken
• Maintain accurate documentation, SOPs, and knowledge base articles to support consistent service delivery
• Support DISA Security Technical Implementation Guide (STIG) checklist activities when required
• Maintain awareness of CJIS and HIPAA data handling requirements relevant to ticket types encountered
• Meet contractual SLA response and resolution targets for ticket priority tiers

Technical Skills

• Windows and Active Directory administration/troubleshooting
• Microsoft 365 administration
• Networking fundamentals
• ServiceNow (or comparable ITSM platform)
• Azure
• SQL / Linux
• PowerShell scripting

• 5+ years of Help Desk/Desktop Support experience
• 5+ years of DoD project experience
• Experience with ServiceNow or a similar ITSM platform
• Strong Windows and Active Directory troubleshooting skills
• Excellent written and verbal communication skills
• Active Secret security clearance
• CompTIA Security+ certification
• ITIL Foundation certification

• Schedule: Monday-Friday, core hours 0600-1800 Eastern Time, with rotating on-call support, excluding federal holidays
• Travel: Occasional CONUS travel may be required, reimbursed in accordance with federal travel regulations