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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Analyst - **Company:** Agile Defense - **Location:** Quantico, VA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Cyber Security, Identity and Access Management, Issue Tracking Systems, Microsoft Office, Network Connections, Information Technology - **Published:** July 28, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9062164/help-desk-analyst ## About the Role * IAM I (CAP, CND, Cloud+, GSLC, Security+ CE) * ITILv4 (desired) Years of Experience A minimum of 2 years of experience in a help desk or technical support role, offering assistance and troubleshooting support to end users., * A minimum of 2 years of experience in a help desk or technical support role, offering assistance and troubleshooting support to end users. * Demonstrated strong analytical and problem-solving abilities. * Excellent verbal and written communication skills with the ability to communicate effectively with non-technical users. * Experience with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System. ## Description The Help Desk Analyst provides support to both internal and external customers, addressing issues related to computer systems, software, and hardware. This role involves managing incidents, problems, and service requests, collaborating with users and IT teams for both unclassified and classified equipment. The candidate will be required to provide help desk support via phone, web-interface, email and in-person interactions. Additionally, the Help Desk Analyst will oversee the entire lifecycle of service requests, including incident resolution, problem management, fulfillment, verification, and closure. DUTIES * Provide service desk support to all customer IT groups for both unclassified and classified services. * Monitor and respond to support requests submitted through various channels-including phone, email, and the ticketing system-ensuring timely tracking, documentation, and resolution of incidents. * Collaborate with IT team members to escalate complex technical issues. Document, assess, track, and resolve incidents, problems, and service requests according to established Incident and Problem Management processes. * Coordinate with the Customer's Representatives to resolve events, incidents and problems in accordance with the Event Management, Incident Management and Problem Management processes such as anomalies that affect more than one user. * Collaborate with the client to resolve network-related events, incidents, and problems, including the delivery of Install, Move, Add, and Change services, as well as the identification and resolution of network connectivity anomalies. * Verify resolution with the customer before closing the ticket and provide a comprehensive Post-Incident Report detailing the cause of the service outage, corrective actions taken, and any required follow-up steps. Generate, publish, and maintain historical data for weekly and monthly Service Desk performance metrics on a government-designated website. * Additionally, compile and report this information as part of the Weekly and Monthly In-Progress Reviews. Recommend improvements to existing processes and procedures to enhance efficiency, effectiveness, and overall service quality., * Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do. * Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated. * Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support. * Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task. * Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges. * Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success. ## Related Videos - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [Dev Digest 191: Malware interviews, EU ❤️ Open Source and Skilled Agents](https://www.wearedevelopers.com/magazine/645-dev-digest-191-malware-interviews-eu-open-source-and-skilled-agents) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Dev Digest 164: AI Agents, AI Blindspots and MCP security problems](https://www.wearedevelopers.com/magazine/578-dev-digest-164-ai-agents-ai-blindspots-and-mcp-security-problems) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)