Help Desk Analyst

Soliel, LLC; Fort Meade, Northern (MD, KY); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Major medical, dental, vision

Paid holidays

Paid Time Off (PTO)

401k with company matching

Job summary

Soliel, LLC seeks a Help Desk Analyst to join our DoD program on-site at Fort Meade, MD. You will be the primary contact for IT support and ticket resolution, ensuring smooth daily operations for government personnel.

Responsibilities include handling requests via ServiceNow and email, coordinating with teams and vendors, documenting actions, and applying diagnostics. Requires 2+ years in incident management or customer service and DoD certifications.

Qualifications

• 2+ years of incident management or customer service experience.
• CompTIA Security+ or DoD 8570 IAT II certification.
• DISA or DoD experience preferred.
• Analytical troubleshooting of mobile devices, apps, and certificates.

Responsibilities

• Handle end-user requests via ServiceNow and email.
• Coordinate with support teams and vendors to escalate issues.
• Document problem-solving process and final resolutions.
• Use diagnostic tools to troubleshoot.
• Learn and support organization-provided software/hardware.
• Follow all SLAs and security policies.
• Create reports on user/system metrics.

Skills

Incident management

Customer service

Analytical troubleshooting

Clear instructions

Written & oral communication

Root cause analysis

Researching issues

Security+ certification

DoD 8570 IAT II

Tools

ServiceNow

Job description

Soliel is an innovative, premium engineering company specializing in providing Enterprise Architecture, Network Design, Engineering, and Operations Support, Software Design and Development, Data Center Design, Deployment and Migration, and Systems Engineering services for both public and private sectors.Our Federal systems integration team manages the complexity inherent with technology change, from requirements planning to architecture, testing to deployment, and beyond. We also offer a complete range of industry-leading services, including architecture, systems development, information assurance, solution and platform integration, and program management, functional, and testing services. Over the years, Soliel's team of technical experts has consistently delivered outstanding innovative solutions and services that meet or exceed customer expectations and satisfaction.

LOCATION: Fort Meade, MD

START DATE: Immediate

CLEARANCE: Secret

JOB DESCRIPTION:

We are seeking a Help Desk Analyst to join our team supporting a key DoD customer on-site at Fort Meade, MD. In this role, you will act as a primary point of contact for technical support, resolving IT issues submitted via ticketing systems and email to ensure seamless daily operations for government personnel.

KEY RESPONSIBILITIES:

• Field incoming help requests from end users via both ServiceNow tickets and e-mail in a courteous manner.
• Coordinate with multiple support teams and vendors for escalations and ensure work stoppages are minimized while accurately documenting problems.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Understand and comply with all contractual SLAs, policies, and procedures.
• Document and create reports tracking user and system metrics.

REQUIRED SKILLS:

• 2+ years of relevant experience in an incident management and/or customer service role.
• CompTIA Security+ Certification or another DoD 8570 IAT II Certification.
• DISA or DoD experience is highly preferred.
• Analytical skills used to troubleshoot mobile devices, application, and certificate-related issues.
• Ability to break down technological processes and deliver clear, step-by-step instructions.
• Good written and oral communication skills.
• Strong problem-solving skills and ability to identify root cause.
• Ability to conduct research into a wide range of application issues as required.

Preferred Skills:

• Experience with MDM tools.
• Experience with PKI/PKE support.
• Experience with Purebred.

COMPENSATION:

• Salary: $60,000-70,000/year (flexible based on experience)
• Major medical, dental and vision
• Paid holidays
• Paid Time Off (PTO)
• 401k and company matching

EEO/ AA/ NON-DISCRIMINATION STATEMENT:

Soliel, LLC is an Equal Opportunity/affirmative Action/ Non-Discriminatory Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veterans. To learn more, please visit www.solielcom.com