Help Desk Analyst Associate

Minimum of Interim Secret clearance required and ability to obtain up to a TS/SCI level

Sterling, VA

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Attempts to resolve as many incidents as possible during the first contact. Efficiently escalates incidents to higher tiers when required
• Documents incident status and solutions in incident database tools.
• Works through various types of issues with telephone assistance
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
• Support the building of end point devices, including smart phones and laptops
• Support briefings and advocacy in helping the client adopt the CSfC service offering
• Augment cybersecurity monitoring staff as needed
• Willingness to occasionally (2-3 time every 60 day) work evenings and weekends required

• 1-3 years of Help desk or similar work experience
• Possesses current working knowledge of smart phones, laptops, and common windows and android applications
• Possesses excellent support experience and customer service skills to our users by maintaining excellent phone and email etiquette and resolution timeliness
• Ability to understand client problems and document them for further analysis.
• Ability to coordinate and collect end user survey responses from stakeholders
• Ability to store all metrics and reports from Help Desk inquires and requests to maintain constant and proper communication with the clients

• Self-motivated, detail oriented, with strong follow-up skills to ensure completion of tasks
• Ability to multi-task and prioritize
• Independent, self-starter who can take minimal direction and complete tasks
• Works well independently and with a team
• Strong communication, presentation, and analytical skills
• Experience providing help desk support to large federal agencies is desired.
• Experience working with ServiceNow ticketing system is preferred
• Minimum of Interim Secret clearance required and ability to obtain up to a TS/SCI level