Help Desk Analyst

TL;DR

Help Desk Analyst (Technical Support): Providing support to internal and external customers for computer systems, software, and hardware with an accent on incident and problem management. Focus on resolving technical issues via various channels and maintaining service desk performance metrics for classified and unclassified equipment.

Location: On-site in Quantico, VA

Company

An adaptive innovation company supporting national security and critical civilian missions through the seamless integration of advanced technologies and elite minds.

What you will do

• Provide service desk support for both unclassified and classified IT services across various channels.
• Manage the full lifecycle of service requests, including incident resolution, problem management, and fulfillment.
• Collaborate with IT teams and customer representatives to resolve complex technical issues and network connectivity anomalies.
• Coordinate the delivery of Install, Move, Add, and Change (IMAC) services.
• Generate and maintain historical data for weekly and monthly Service Desk performance metrics.
• Recommend improvements to existing processes to enhance efficiency and overall service quality.

Requirements

• Secret Security Clearance (Must have to start)
• IAM I Certification (CAP, CND, Cloud+, GSLC, or Security+ CE)
• Minimum 2 years of experience in a help desk or technical support role.
• Experience with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System.
• Strong analytical, problem-solving, and verbal/written communication skills.
• Must be able to work on-site in Quantico, VA

Nice to have

• ITILv4 certification

Culture & Benefits

• Collaborative environment driven by core values: Happy, Helpful, Honest, Humble, Hungry, and Hustle.
• Focus on mutual respect, transparency, and a tireless work ethic.
• Opportunity to support critical national security missions.
• Standard office environment with typical professional equipment.