Help Desk Analyst (Federal IT)

TL;DR

Help Desk Analyst (Federal IT): Providing first-line technical support and troubleshooting for hardware, software, and network issues for a federal customer with an accent on incident resolution and customer service. Focus on diagnosing complex technical issues, managing tickets via Jira, and ensuring adherence to SLAs within a secure government environment.

Location: Remote (USA). Must be a U.S. Citizen and possess an IT-II Non-Critical Sensitive (Tier 3) security clearance with the ability to obtain Public Trust.

Company

A mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience for the federal sector.

What you will do

• Provide technical support and troubleshooting for users within a federal environment.
• Diagnose and resolve hardware, software, network, and application-related issues.
• Document incidents and requests using ticketing systems and monitor them for SLA compliance.
• Escalate complex technical issues to the appropriate support teams.
• Collaborate with team members to identify recurring issues and recommend process improvements.
• Maintain detailed documentation of troubleshooting procedures and knowledge articles.

Requirements

• U.S. Citizenship required.
• Must possess an IT-II Non-Critical Sensitive (Tier 3) security clearance and be able to maintain Public Trust.
• 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.
• Relevant technical certification from a nationally recognized authority.
• Excellent verbal communication and problem-solving skills.

Nice to have

• 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 in a lead role (Help Desk Lead or Shift Supervisor).

Culture & Benefits

• 100% employer-paid medical, dental, and vision plans for employees.
• 401K retirement plan with employer match.
• Flexible/Combined PTO, bereavement leave, and 11 company paid holidays.
• Professional development training reimbursement.
• Life insurance.