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Help Desk Analyst II
Quantico, VA
Job Description
Requisition #: 259
Job Title: Help Desk Analyst II
Location: 27410 Hot Patch Rd Quantico, Virginia 22134
Clearance Level: Active DoD - Secret
Required Certification(s):
* DoD IAM Level I Certification (CAP, CND, Cloud+, GSLC, Security+ CE, HCISPP).
* ITILv4 (desired)
Shift Schedule: 10am - 6pm Mon-Fri
**Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. **
SUMMARY
The Help Desk Analyst provides support to internal and external customers regarding computer systems, software and hardware issues. They assist with the handling of incidents, problems, and requests with users and IT groups for unclassified and classified equipment. Candidate will be required to provide help desk support via phone, web-interface, email and in-person communication to assist in the management of the life cycle of incidents, problems, and service requests including fulfillment, verification, and closure.
JOB DUTIES AND RESPONSIBILITIES
* Provide Service Desk services to all customer IT groups for unclassified and classified services.
* Respond to and Monitor ticket submission and tracking through multiple means, such as phone, email and the ticketing system.
* Collaborate with IT team members to escalate complex technical issues.
* Document, assess, track, resolve, and fulfill Service Desk incidents, problems, events, and requests in accordance with the documented Incident Management 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.
* Coordinate with the Client to resolve Network events, incidents and problems to include Install Move, add, and Changes services for the customer; and to resolve Network connectivity anomalies.
* Recommend enhancements to documented processes and procedures.
* Operate the on-line status system to initiate, query, track, update, and display Information, (such as aging and backlog) pertaining to incidents, problems, and service requests.
* Track the resolution of incident tickets as required.
* Verify resolution with the customer prior to resolving the ticket.
* Provides the client with a Post-Incident Report regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for outage of service.
* Recommend and implement a customized priority process for service requests from deployed forces within the existing ticketing system.
* Generate, post, and retain historical information for weekly and monthly Service Desk performance measurements on a Government designated website and report this information as part of the Weekly and Monthly In-Progress Review.
* Process, manage, and execute classified and unclassified service requests.
QUALIFICATIONS
Required Certifications
* DoD IAM Level I Certification (CAP, CND, Cloud+, GSLC, Security+ CE, HCISPP).
* ITILv4 (desired)
Education, Background, and Years of Experience
* 2 yrs of experience in a helpdesk or technical support role.
* Experience with Remedy Ticketing system.
ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills
* 2 yrs experience working with a Service Desk. Answering calls, redirecting tickets, and coordinating with other Team members.
* Strong analytical and problem-solving skills.
* Excellent verbal and written communications skills. Ability to communicate effectively with non-technical users
* Familiarity with Windows operating systems, Microsoft Office Suite and Remedy Ticketing System.
WORKING CONDITIONS
Environmental Conditions
* Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. 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.
Strength Demands
* Sedentary - 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Physical Requirements
* Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
At Agile Defense, we know that our employees are our most important asset. We believe in our responsibility to our fellow employees, customers, company, and to our country. We promote teamwork, integrity, and creativity; we expect our fellow employees to also live these values.
Agile Defense, Inc. does not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other proscribed category set forth in federal or state regulations.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
2+ years
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