Help Desk Analyst

Years of Experience: 3 years of experience Education Requirements: Bacehlor's degree in IT, Computer Science, or related discipline Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers. Position Description: Responds to end-user requests for technical assistance by phone, email, or ServiceNow system. Responsibilities: - Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals - Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow - Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service - Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs - Escalates more complex problems to Tier 2 for support - Utilize knowledge-based articles to support troubleshooting - Provide courteous, professional, and timely communication to users - Set user expectations for issue resolution and follow up to ensure satisfaction Requirements Required Skills: - Bachelor's degree in IT, Computer Science, or related discipline or two additional years of experience if no degree - 3+ years of help desk or related experience - Public trust security clearance Preferred Skills - CompTIA A+*, HDI Desktop Support Technician