Help Desk Analyst

Location: Quantico, Virginia, United States; on-site. Contractor site with 0–10% travel possible and occasional off-hours support for releases and outages.

Salary: $70,000–$77,000 per year

Company

hirify.global supports national security and critical civilian missions through technology integration and IT services.

What you will do

• Provide service desk support for unclassified and classified customer IT services through phone, email, web interface, ticketing systems, and in-person interactions.
• Track, document, assess, and resolve incidents, problems, and service requests throughout their lifecycle.
• Escalate complex technical issues and coordinate with IT teams and customer representatives on events and outages.
• Resolve network-related incidents and support Install, Move, Add, and Change services.
• Verify resolutions with customers, close tickets, and prepare post-incident reports with causes, corrective actions, and follow-up steps.
• Maintain weekly and monthly service desk metrics, contribute to progress reviews, and recommend process improvements.

Requirements

• Must hold an active Secret clearance before starting.
• At least 2 years of experience in help desk or technical support assisting and troubleshooting for end users.
• IAM I certification required: CAP, CND, Cloud+, GSLC, or Security+ CE.
• Experience with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System.
• Strong analytical, problem-solving, verbal, and written communication skills, including communication with non-technical users.

Nice to have

• ITILv4 certification.

Culture & Benefits

• Regular employment in a general office environment with standard office equipment.
• Work supports national security and critical civilian missions.
• Culture emphasizes helpfulness, honesty, humility, continuous improvement, and a strong work ethic.
• Role may involve occasional standing, walking, lifting up to 10 pounds, and other routine physical activities.