Help Desk Analyst with Security Clearance
: Job Details :

The Help Desk Analyst is responsible for ensuring IT customer service and incidentresolution are handled with speed and self-service abilities. They will also address rootcauses of technical incidents which may require specialized entities to resolve and remainfamiliar with and the ability to support older technologies.Candidates must have an active Top Secret or Q clearance to qualify.Key Responsibilities:Call Centero Triage tickets via two (2) communication channels: telephone, web, and walk-ins.Current Help Desk provides phone support and support through tickets submittedby personnel via the webo Maintain ticketing system knowledgebase through flagging incorrect articles andmaking minor edits or revisions, as well as suggesting new articles and deletingoutdated articlesAccount Managemento Resolve account lockouts / Two-factor authentication (2FA) blockso Manage account creations, enablement, disablement, and terminationso Issue new passwords, temporary passwords, new 2FA credentialso Manage need-to-know (permissions) for accountsHardwareo Troubleshoot and resolve basic hardware issues for hardware peripheralso Troubleshoot and diagnose hardware issues for escalation to desktop support toperform repairso Create work orders for desktop support to move, add, or change computers and/orperipheralsSoftwareSigned by Alexander Alaynick | | 7/28/2025 4:53:50 PM UTC | 166.194.188.65o Troubleshoot and resolve basic software issues for both commercial-theshelf (COTS) software products, as well as in-house developed applicationso Assist in obtaining new software licenses for customersMiscellaneouso Troubleshoot and resolve basic web or SharePoint issueso Assist with issues regarding shared folders or groupso Troubleshoot and resolve basic computer support or software questionso Provide training for basic computing questions or tasksRequirements:o High school diplomao IT help desk/call center experience, minimum required years can vary depending onhighest degree level:o High school diploma + 7 yearso Associate's Degree + 5 yearso Bachelor's Degree + 1 yearo Basic understanding of MS Office software suiteo Basic understanding of computer equipment and core client system softwareStrong customer service skillso Experience presenting technical solutions and concepts through verbal and writtencommunications in a clear and concise mannero Active Q or Top Secret security clearancePreferred Qualifications:o A+, Sec+, HDI certification or similar certification with supervisor approvalo Excellent customer support experience and soft skills to ensure end-usersatisfactiono Ability to multi-task and prioritize requirements and end user requests as requiredo Triage and basic troubleshooting/resolutiono Ability to collaborate with other help desk analysts  o Ability to demonstrate proven success with adaptability – willingness to evolve withtechnology while ensuring data accuracy standards