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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk & Command Center Analyst - **Company:** AppLab Systems Inc - **Location:** Washington, DC, United States - **Contract:** Permanent contract - **Skills:** Active Directory, JIRA, Cyber Security, Monitoring of Systems, Issue Tracking Systems, Information Technology Operations, System Center Operations Management, Nagios, Networking Basics, Cloud Platform System, Information Technology, SolarWinds (Software), Splunk, Network Server, Dynatrace, User Administration, Servicenow - **Published:** June 23, 2026 - **Apply:** https://www.dice.com/job-detail/29ee6d0c-e548-48c8-9c3e-a9c1a17e99e8 ## About the Role * s3+ years of experience in Helpdesk, Service Desk, IT Support, Command Center, NOC, or IT Operations environments * .Hands-on experience with ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar platforms * .Experience supporting Windows environments, Active Directory, and user access management * .Knowledge of incident management, problem management, and service request processes * .Experience with infrastructure monitoring and alert management tools * .Understanding of networking fundamentals, servers, operating systems, and cloud environments * .Strong troubleshooting, communication, and customer service skills * .Ability to work in a fast-paced operational environment and manage multiple priorities .Preferred Qualification * sExperience in government or federal environments * .ITIL Foundation certification * .Experience with enterprise monitoring tools such as SolarWinds, SCOM, Nagios, Dynatrace, Splunk, or similar platforms * .Familiarity with cybersecurity and operational security best practices .Educatio * nBachelor''s degree in Information Technology, Computer Science, or a related field preferred * .Equivalent combination of education and experience will be considered .Additional Requirement * sActive Security Clearance (required) * .Ability to support shift-based operations, including evenings, weekends, and holidays as needed * .Strong documentation and communication skills ## Description yWe are seeking a highly motivated Helpdesk & Command Center Analyst (L1/L2) to serve as a single point of contact for end-user support while also providing real-time monitoring and operational support for critical IT infrastructure. The ideal candidate will have experience in both Service Desk/Helpdesk operations and Command Center/NOC environments, ensuring timely incident resolution, service continuity, and operational excellence .Key Responsibilitie sHelpdesk (L1/L2 Support * )Act as the primary point of contact for users via phone, email, and ticketing portal * .Log, categorize, prioritize, and route incidents and service requests * .Perform L1/L2 troubleshooting for * :Password resets and account unlock * sAccess-related issue * sBasic application suppor * tDesktop, network, and connectivity issue * sFulfill service requests including * :User onboarding and offboardin * gAccess provisionin * gSoftware installations and configuration * sEscalate unresolved issues to appropriate support teams * .Maintain accurate documentation of incidents, resolutions, and support activities * .Ensure compliance with established SLA and operational procedures .Command Center (L1/L2 Operations * )Perform 24x7 monitoring of IT infrastructure, including servers, networks, applications, and cloud environments * .Monitor alerts and events using enterprise monitoring tools * .Identify, analyze, and respond to incidents in real time * .Conduct event correlation and alert management activities * .Track and monitor system performance metrics such as CPU, memory, storage, and network bandwidth utilization * .Escalate critical incidents following established operational procedures * .Coordinate with infrastructure, application, and cloud teams during major incidents * .Prepare operational reports and incident summaries ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Best Coding Boot Camps in Germany](https://www.wearedevelopers.com/magazine/237-best-coding-boot-camps-in-germany) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)