Tier I Help Desk Analyst

Job Title: Tier 1 Help Desk Analyst

Location: Arlington, Virginia

Clearance Level: Secret Clearance. Top Secret Preferred.

Summary

We deliver essential technology services to our customers in support of their missions to sustain the national security and provide services to our nation. SecuriGence is seeking a Tier 1 Help Desk Analyst to help contribute to our success. Come help us solve problems with Innovation Through Intelligence.

Responsibilities

• Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Provides tier 1 support to end users for either PC, server, or mainframe applications or hardware.
• Recommends systems modifications to reduce user problems.
• Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance contractual standards
• Provides support for implementation, troubleshooting, and maintenance of IT systems.
• Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems
• Simulates or recreates user problems to resolve operating difficulties.
• Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s).
• Provides first-level problem identification, diagnosis, and resolution of problems.
• Provide local and remote Technical Support Services for end user support on the multiple networks within the agency.
• Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
• May provide leadership to small teams or team members.

Skills And Experience

• Excellent written and verbal communication skills and excellent customer service skills are a must.
• Understanding of applying basic security principles to the computing environment (CE).
• Minimum 3 years of Information Technology (IT) experience.
• Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs.
• Experience installing and supporting workstation hardware and software.
• Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
• Ability to troubleshoot hardware and software problems related to desktop computers, Print servers, scanners, printers, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.).
• Ability to troubleshoot Microsoft products including, but not limited to, Windows, Office; including all aspects of Windows security and Microsoft desktop products.
• Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.

Qualifications

• DoD Secret Clearance is required. Top Secret with SCI eligibility preferred.
• DoD IAT Level II Certification is required.
• Associate's degree or higher. Can be substituted with 2+ years of relevant experience.

About

SecuriGence LLC (SG) is an agile, Veteran-owned small business headquartered in the Washington, DC metropolitan region. Established in April 2010 we have been supporting the Department of Defense and other United States Civil agencies in Systems Engineering, Software Engineering, Software Development, Cyber Security, and Cloud/Virtualization Management.

SecuriGence provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.