Tier 1 Help Desk Analyst - Day Shift
Company: SecuriGence LLC
Location: Arlington
Posted on: June 22, 2022
Job Description:
Job DescriptionJob Title: Tier 1 Help Desk AnalystLocation:
Arlington, VirginiaClearance Level: Secret ClearanceWorking Hours:
Monday - Friday from 7AM - 7PM timeframe. Rotating schedules.
SummaryWe deliver essential technology services to our customers in
support of their missions to sustain the national security and
provide services to our nation. SecuriGence is seeking a Tier 1
Help Desk Analyst Intermediate to help contribute to our success.
Come help us solve problems with Innovation Through
Intelligence.Responsibilities
- Answering calls, executing request fulfillment actions,
providing functional user support, training issues, initial
diagnostics/troubleshooting, account management and password
services, diagnosing and resolving issues on unclassified and
classified office information systems
- Provides support for implementation, troubleshooting, and
maintenance of IT systems.
- Provides first-level problem identification, diagnosis, and
resolution of problems.
- Maintain and return customers to normal IT Operations with the
smallest possible impact on the business activity of the
organization's end user(s).
- Provides tier 1 support to end users for either PC, server, or
mainframe applications or hardware.
- Interact with network services, software systems engineering,
and/or applications development to restore service and/or identify
and correct core problem.
- Simulates or recreates user problems to resolve operating
difficulties.
- Recommends systems modifications to reduce user problems.
- Provide local and remote Technical Support Services for end
user support on the multiple networks within the agency.
- Develop and document process and procedural enhancements and
assist other departments as needed for continuous process and
service improvement.
- Work with the IT Help Desk Lead to ensure the Help Desk
maintains compliance with Service Level Objectives (SLOs) in
accordance contractual standards
- Contribute to the change management process; represent the
interests of the customer when assessing risk and impact.
- May provide leadership to small teams or team members.Skills
and Experience
- Minimum 3 years of Information Technology (IT) experience.
- Understanding of applying basic security principles to the
computing environment (CE).
- Ability to troubleshoot hardware and software problems related
to desktop computers, Print servers, scanners, printers, PDAs
(Blackberries), desktop video/video teleconference systems, and
peripherals (zip drives, external zips, scanners, etc.).
- Demonstrated knowledge and accomplishment in analyzing,
diagnosing, and recommending solutions for hardware and software
problems.
- Demonstrated ability with installation, configuration, and the
ability to learn unique applications and programs.
- Ability to troubleshoot Microsoft products including, but not
limited to, Windows, Office; including all aspects of Windows
security and Microsoft desktop products.
- Experience installing and supporting workstation hardware and
software.
- Knowledge of industry standard Incident Ticket Tracking systems
for inputting incident tickets and creating work orders.
- Excellent written and verbal communication skills and excellent
customer service skills are a must.Qualifications
- Associate's degree or higher. Can be substituted with 2+ years
of relevant experience.
- DoD IAT Level II Certification is required.
- DoD Secret Clearance with SCI eligibility is
required.AboutSecuriGence LLC (SG) is an agile, Veteran-owned small
business headquartered in the Washington, DC metropolitan region.
Established in April 2010 we have been supporting the Department of
Defense and other United States Civil agencies in Systems
Engineering, Software Engineering, Software Development, Cyber
Security, and Cloud/Virtualization Management.SecuriGence provides
equal employment opportunities to all employees and applicants for
employment and prohibits discrimination and harassment of any type
without regard to race, color, religion, age, sex, national origin,
disability status, genetics, protected veteran status, sexual
orientation, gender identity or expression, or any other
characteristic protected by federal, state or local laws.
Keywords: SecuriGence LLC, Arlington , Tier 1 Help Desk Analyst - Day Shift, Professions , Arlington, Virginia
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