Help Desk Analyst III (Tiered-Service Delivery Support) - REMOTE

Talentify.io; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

A leading technology firm is seeking a Help Desk Analyst III to provide remote support in a mid-senior level role. This position involves technical troubleshooting, incident management, and collaboration with various teams to ensure optimal service delivery. A bachelor's degree and significant experience in IT support and DoD environments are necessary to excel in this role. The company offers a competitive salary package, including comprehensive benefits and potential for remote work.

Benefits

Comprehensive benefits package

401(k) Savings Plan with company contributions

Paid Time Off (PTO) and 11 Paid Federal Holidays

Opportunity to work remotely

Qualifications

• Minimum of four years of experience supporting DoD/Navy help desk environments.
• Familiarity with Tiered-Service Delivery Models.
• CompTIA Security+ or equivalent CSWF certification.

Responsibilities

• Provide Tier 1 and Tier 2 support for help desk tasks.
• Monitor service desk queues and log incidents.
• Assist with release-related communications.

Skills

Technical troubleshooting

Communication

Documentation skills

Education

Bachelor's degree in IT or related field

Tools

Microsoft Office Suite

SharePoint

Jira Service Management

Job description

Help Desk Analyst III (Tiered-Service Delivery Support) - REMOTE

Help Desk Analyst III (Tiered-Service Delivery Support) - REMOTE

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Employer Industry: Information Technology and Defense

Why Consider This Job Opportunity

• Salary range up to $90,000 per year
• Comprehensive benefits package including Medical, Dental, Vision, and Life Insurance
• 401(k) Savings Plan with company contributions
• Paid Time Off (PTO) and 11 Paid Federal Holidays
• Opportunity to work remotely with potential onsite requirements
• Supportive work environment with a focus on technical troubleshooting and customer service
  
  

What To Expect (Job Responsibilities)

• Provide Tier 1 and Tier 2 support for the Rating Career Domain Continuum (RCDC) Task Order
• Monitor service desk queues, log incidents, and escalate issues according to standard operating procedures
• Assist with release-related communications and maintain help desk documentation
• Track support tickets and user issues in ticketing systems such as Jira Service Management
• Collaborate with Cybersecurity and Engineering teams to address access and security concerns
  
  

What Is Required (Qualifications)

• Bachelor's degree or equivalent experience in IT, Information Systems, or related field
• Minimum of four (4) years of experience supporting DoD/Navy help desk environments
• Familiarity with Tiered-Service Delivery Models and escalation workflows
• Working knowledge of Microsoft Office Suite and SharePoint
• CompTIA Security+ or equivalent CSWF certification
  
  

How To Stand Out (Preferred Qualifications)

• Strong technical troubleshooting, communication, and documentation skills
• Experience supporting Navy programs and platforms
• Prior involvement in drafting or maintaining SharePoint knowledgebase
• Experience contributing to contract deliverables such as CDRLs or QASP metrics
  
  

#InformationTechnology #DefenseIndustry #HelpDeskSupport #RemoteWork #CareerOpportunity

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Administrative and Support Services

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