Help Desk Analyst- Level 1

Helpdesk Analyst

• May require shift work in support of a 12x7 service level excluding Federal holidays and critical incident support on-call if requested.
• Rapidly answer frequently asked questions or provide solutions to common problems to optimize support and meet required service levels.
• Follow Standard Operating Procedures and provide consultative and analytic problem solving.
• Analyze business process break downs and identifying solutions to ensure mission critical processes can be completed in the system as intended or escalate the incident to Tier 3 support as needed.
• Conduct analysis of problems and work to quickly develop and test solutions for non-common questions. You may influence functional or technical subject matter experts to improve system functionality through analysis, documenting findings, and making recommendations.
• Documented all customer interaction along with incident status and solutions.
• Maintain an updated working knowledge of customer systems and current service desk processes and procedures for IPPS-A applications, tools, and technical solution support.

Required Qualifications

• Ability to obtain CompTIA Security + Certification within 3 months of joining IPPS-
• Bachelor's degree in an IT, Business, or related discipline or equivalent experience
• Ability to obtain Secret Clearance