Help Desk System Analyst Jobs (NOW HIRING)

• Provide service desk support to all customer IT groups for both unclassified and classified services. Monitor and respond to support requests submitted through various channels—including phone, email, and the ticketing system—ensuring timely tracking, documentation, and resolution of incidents.
• Collaborate with IT team members to escalate complex technical issues. Document, assess, track, and resolve incidents, problems, and service requests according to established Incident and Problem Management processes.
• Coordinate with the Customer’s Representatives to resolve events, incidents and problems in accordance with the Event Management, Incident Management and Problem Management processes such as anomalies that affect more than one user.
• Collaborate with the client to resolve network-related events, incidents, and problems, including the delivery of Install, Move, Add, and Change services, as well as the identification and resolution of network connectivity anomalies.
• Verify resolution with the customer before closing the ticket and provide a comprehensive Post-Incident Report detailing the cause of the service outage, corrective actions taken, and any required follow-up steps.
• Generate, publish, and maintain historical data for weekly and monthly Service Desk performance metrics on a government-designated website.
• Additionally, compile and report this information as part of the Weekly and Monthly In-Progress Reviews. Recommend improvements to existing processes and procedures to enhance efficiency, effectiveness, and overall service quality. 

• A minimum of 2 years of experience in a help desk or technical support role, offering assistance and troubleshooting support to end users.
• Demonstrated strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills with the ability to communicate effectively with non-technical users. 
• Experience with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System. 

• Environmental Conditions: General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc.
• Work is generally performed within an office environment, with standard office equipment available. Contractor site with 0-10% travel possible. Possible off-hours work to support releases and outages. 
• Strength Demands: 10 lbs. maximum lifting, occasional lift/carry of small articles.
• Physical Requirements: Occasional standing; frequently walking and sitting. Regular use of hand and finger dexterity. Occasional climbing balancing, bending, stooping, kneeling or crawling. Regular communication. Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard. 

• Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
• Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
• Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
• Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
• Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
• Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.