Jr. Help Desk Analyst


Clearance Required

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


Sterling, VA

Role and Responsibilities
  • 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
Required Education and Experience
  • AA/AS (or equivalent experience) and 1+ 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
Desired Education and Experience
  • 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

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