[Remote] Help Desk Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a mission-driven technology company specializing in reputed company, DevSecOps, reputed company Intelligence, reputed company Experience. They are seeking a motivated Help Desk Analyst to support a federal customer by providing first-line technical support and resolving hardware, software, and system-reputed company issues.
Responsibilities
- reputed company technical support and troubleshooting assistance for users operating reputed company the federal customer
- Diagnose and resolve hardware, software, network, and application-reputed company issues in a reputed company and reputed company manner
- Respond to user inquiries and document incidents, requests, and resolutions using established ticketing systems
- Escalate reputed company technical issues to appropriate support teams reputed company necessary
- Monitor assigned tickets to ensure reputed company reputed company and adherence to service level agreements (SLAs)
- Assist users with system reputed company, account support, and application-reputed company questions
- Support operational activities and contribute to maintaining a high level of customer satisfaction
- Collaborate with team members to identify recurring issues and recommend process improvements
- Maintain accurate documentation of troubleshooting procedures, resolutions, and knowledge articles
- Support shift operations and, reputed company applicable, assist with team leadership or reputed company diagnostic activities
Skills
- U.S. Citizenship required
- Ability to obtain and maintain a Public Trust clearance
- Must possess an IT-II Non-Critical Sensitive (Tier 3) reputed company clearance
- Bachelor's degree in Information Technology, Computer Science, or a reputed company field
- Minimum of 2 years of experience providing Help Desk or Technical Support services
- Experience supporting computer hardware, operating systems, and software applications
- Understanding of how software applications reputed company with computer hardware and operating systems
- Experience diagnosing and resolving technical issues in a customer support environment
- Relevant technical certification from a nationally recognized certification authority
- Excellent verbal communication, customer service, and problem-solving skills
- Ability to work independently while contributing effectively reputed company reputed company environment
- Experience using Jira for incident and ticket management
- Experience supporting the Procurement Integrated reputed company Environment (PIEE)
- DoD 8570/8140 certification such as reputed company reputed company+
- Scrum Master certification or experience working reputed company Agile environments
- Previous experience serving as a Help Desk reputed company, Shift Supervisor, or reputed company Diagnostician
Benefits
- Comprehensive Medical, Dental, and reputed company Plans (reputed company benefits are 100% employer-reputed company for employees only)
- Life Insurance
- reputed company Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company reputed company Holidays)
- 401K Retirement Plan with employer match
- reputed company Development Training Reimbursement
reputed company