Helpdesk Analyst

TL;DR

Helpdesk Analyst (Technical Support): Providing technical support for unclassified and classified computer systems, software, and hardware with an accent on incident and problem management. Focus on resolving service requests via multiple channels, managing the ticketing lifecycle, and reporting performance metrics.

Location: Quantico, VA. On-site. Secret Clearance required to start.

Company

hirify.global provides adaptive innovation and technology integration to support critical national security missions.

What you will do

• Provide service desk support for both unclassified and classified IT services across various customer groups.
• Manage the full lifecycle of incidents, problems, and service requests via phone, email, and ticketing systems.
• Collaborate with IT teams to escalate complex technical issues and resolve network connectivity anomalies.
• Generate and maintain weekly and monthly performance metrics for government-designated reporting.
• Recommend and implement improvements to existing processes to enhance overall service quality.

Requirements

• Must possess an active Secret Clearance to start.
• Required Certification: IAM I (CAP, CND, Cloud+, GSLC, or Security+ CE).
• Minimum 2 years of experience in a help desk or technical support role.
• Proficiency with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System.
• Strong analytical, problem-solving, and verbal/written communication skills.

Nice to have

• ITILv4 certification.

Culture & Benefits

• Company culture guided by the "6Hs": Happy, Helpful, Honest, Humble, Hungry, and Hustle.
• Collaborative and supportive team environment where employees are treated as family.
• Opportunity to contribute to high-impact national security and civilian missions.
• Standard office environment with a focus on integrity and a tireless work ethic.