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Information Technology Help Desk Incident Analyst

Tech Technology Silver Spring, MD
  • Posted: over a month ago
  • $55,000 to $75,000 Annually
  • Full-Time
  • Benefits: Vision, Medical, 401k, Dental

Information Technology Help Desk Incident Analyst

This role supports an IT Help Desk at a large federal government agency. The Incident Management (IM) process is the common approach to identify, diagnose and mitigate any service interruptions within the agency's environment. The Incident Analyst plays a critical role within the overall IM function and drives resolution, working with both the Office of Information Technology and the HumanTouch IT Help Desk staff.

Key Responsibilities

  • Drive the efficiency and effectiveness of the incident management process
  • Monitor the end-to-end service level attainment of incidents; including metrics for non-vendor managed incidents
  • Maintain effectiveness of incident management, auditing the process, and make recommendations for improvement in consultation with the Service and Problem Management staff
  • Maintain and improve the incident management process
  • Drive, develop, manage, and maintain the Major Incident process and associated procedures
  • Maintain quality control of incident management at all levels of incidents and ensure that all IT teams follow the incident management process for all incidents
  • Interject self when needed to escalate to next level of support when necessary
  • Perform data analytics of incident management data to identify trends and patterns
  • Analyze data associated with high volume tasks to identify trends and patterns
  • Interact with Incident Management counterparts
  • Establish and maintain an incident management knowledge base
  • Establish and maintain the operational process regarding how Incident management interfaces with change, problem, and configuration management in conjunction with the service management and vendor teams
  • Assist with proactive problem management to identify and facilitate root cause identification of problems/incidents
  • Assist with process improvement for high volume tasks by analyzing ticket data and coordinating with process owners to identify new or revised processes

Required Qualifications

  • CompTIA A+ certification
  • Quality Assurance (QA) experience analyzing incidents
  • Ability to lead technical triage/discussions through restoration and problem resolution
  • Ability to leverage learning and content management systems
  • Experience reporting incident findings, trends and solutions
  • Ability to develop content by converting technical and operational material into standard operating procedures (SOPs), policies, scripting, and training materials
  • Be able to identify risks and establish priorities in a high energy environment
  • Ability to analyze trends and take corrective action
  • Knowledgeable of ITIL processes and tools
  • Good organization, negotiation, communication, and process improvement skills
  • Ability to lead ad hoc incident teams, utilizing critical thinking and creative problem solving
  • Experience utilizing monitoring tools to facilitate real-time incident resolution
  • Experience with ServiceNow

Preferred Qualifications

  • ITIL Foundations certification
  • Bachelor's degree in Computer Science, Information Technology, or related field
  • Microsoft Office Specialist (MOS) certification

Other Requirements

  • Valid US Driver’s License
  • Authorized to work in the United States
  • Ability to gain Public Trust Clearance

Tech Technology

Why Work Here?

TT is a place where something new and exciting is happening every day!

Tech Technology, provides solutions for challenges in the areas of cybersecurity, infrastructure engineering, operations Management, solutions engineering, strategy/modernization and more. We work globally with public and private-sector customers to help speed their hiring process which in turns speeds up product launches, optimize costs, and improve customer relationships. We strive to help our clients succeed by combining our deep functional expertise with the human element while also keeping an eye on the complex and dynamic political, economic, and technical environments. We do not let our tremendous growth (mostly from repeat business) distract us from our focus on excellent customer service and superior technical skills. This measurable success, our unwavering commitment to produce breakthrough performance as well as our 80+ combined years of experience in software and services, make us a clear choice among our competitors. Mission To provide our clients unparalleled services, and support that drive greater results and higher value. Vision We believe we must excel in everything we do. That goes for our daily business endeavors, as well as our personal endeavors. There is no such thing as not enough time. There is always time to assist others to benefit the greater good. We apply this vision to both our customers and prospects, and those we encounter in our every day endeavors.


10903 New Hampshire Avenue Silver Spring, MD 20993
Silver Spring, MD

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