Help Desk Analyst

We are seeking a motivated Help Desk Analyst to join our team to support a federal customer. This is an excellent opportunity for an early-career IT professional who enjoys solving technical issues, providing exceptional customer support, and working in a collaborative federal IT environment. As a member of the Help Desk team, you will provide first-line technical support to users by diagnosing and resolving hardware, software, and system-related issues. You will work closely with the Program Manager, Business Process Specialists, and fellow Help Desk personnel to ensure timely resolution of incidents while delivering high-quality customer service., * Provide technical support and troubleshooting assistance for users operating within the federal customer.

• Diagnose and resolve hardware, software, network, and application-related issues in a timely and professional manner.
• Respond to user inquiries and document incidents, requests, and resolutions using established ticketing systems.
• Escalate complex technical issues to appropriate support teams when necessary.
• Monitor assigned tickets to ensure timely resolution and adherence to service level agreements (SLAs).
• Assist users with system access, account support, and application-related questions.
• Support operational activities and contribute to maintaining a high level of customer satisfaction.
• Collaborate with team members to identify recurring issues and recommend process improvements.
• Maintain accurate documentation of troubleshooting procedures, resolutions, and knowledge articles.
• Support shift operations and, when applicable, assist with team leadership or lead diagnostic activities.

• U.S. Citizenship required.
• Ability to obtain and maintain a Public Trust clearance.
• Must possess an IT-II Non-Critical Sensitive (Tier 3) security clearance.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of experience providing Help Desk or Technical Support services.
• Experience supporting computer hardware, operating systems, and software applications.
• Understanding of how software applications interact with computer hardware and operating systems.
• Experience diagnosing and resolving technical issues in a customer support environment.
• Relevant technical certification from a nationally recognized certification authority.
• Excellent verbal communication, customer service, and problem-solving skills.
• Ability to work independently while contributing effectively within a team environment.

Preferred Qualifications

• Experience using Jira for incident and ticket management.
• Experience supporting the Procurement Integrated Enterprise Environment (PIEE).
• DoD 8570/8140 certification such as CompTIA Security+.
• Scrum Master certification or experience working within Agile environments.
• Previous experience serving as a Help Desk Lead, Shift Supervisor, or Lead Diagnostician.

• Comprehensive Medical, Dental, and Vision Plans (Healthcare benefits are 100% employer-paid for employees only)
• Life Insurance
• Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)
• 401K Retirement Plan with employer match
• Professional Development Training Reimbursement

We are a mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience. We are a diverse team of innovators focused on creating open, scalable, and automated solutions that drive digital transformation in federal space. Our work culture fosters collaboration, creativity, and continuous learning.