Help Desk Analyst

Title

Help Desk Analyst

Location

Remote, USA

Clearance

Public Trust

Type

Full Time, W2

Citizenship

U.S. Citizen

About the Company

We are a mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience. We are a diverse team of innovators focused on creating open, scalable, and automated solutions that drive digital transformation in federal space. Our work culture fosters collaboration, creativity, and continuous learning.

Job Summary

We are seeking a motivated Help Desk Analyst to join our team to support a federal customer. This is an excellent opportunity for an early-career IT professional who enjoys solving technical issues, providing exceptional customer support, and working in a collaborative federal IT environment.

As a member of the Help Desk team, you will provide first-line technical support to users by diagnosing and resolving hardware, software, and system-related issues. You will work closely with the Program Manager, Business Process Specialists, and fellow Help Desk personnel to ensure timely resolution of incidents while delivering high-quality customer service.

Key Responsibilities

* Provide technical support and troubleshooting assistance for users operating within the federal customer. * Diagnose and resolve hardware, software, network, and application-related issues in a timely and professional manner. * Respond to user inquiries and document incidents, requests, and resolutions using established ticketing systems. * Escalate complex technical issues to appropriate support teams when necessary. * Monitor assigned tickets to ensure timely resolution and adherence to service level agreements (SLAs). * Assist users with system access, account support, and application-related questions. * Support operational activities and contribute to maintaining a high level of customer satisfaction. * Collaborate with team me...