Tier 1 Help Desk Analyst

Apavo Corporation; Arlington (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Apavo Corporation is seeking a Tier 1 Help Desk Analyst in Arlington, VA to serve as the first contact for IT support on unclassified and classified systems. The role emphasizes timely issue resolution, documentation, and collaboration with IT teams to sustain security, reliability, and performance of the agency environment.

The position requires a DoD Top Secret clearance with SCI/SAP eligibility, a DoD 8570.01-M IAT II certification, and at least 3 years of relevant experience.

Qualifications

• Associate’s degree in cybersecurity, information assurance, computer science or a related technical discipline, or the equivalent work experience.
• Minimum 3 years relevant experience
• DoD Top Secret Clearance with SCI/SAP eligibility is required.
• Must have DoD 8570.01-M IAT II certification.
• Understanding of applying basic security principles to computing environments.
• Ability to troubleshoot hardware and software problems on desktops, peripherals, and related systems.
• Experience with MS Windows, security features, and Microsoft desktop products.
• Knowledge of incident ticketing systems and service request workflows.

Responsibilities

• Answer calls and fulfill requests, provide first-line IT support for unclassified and classified systems.
• Provide implementation, troubleshooting, and maintenance support for IT systems.
• Diagnose and resolve problems at the first level.
• Maintain operations with minimal business impact.
• Deliver tier 1 support for PC, server, or mainframe applications or hardware.
• Collaborate with network services and software teams to restore service.
• Replicate user problems to resolve issues and improve systems.
• Recommend system modifications to reduce user problems.
• Provide local and remote technical support across networks.
• Develop process improvements and documentation.
• Work with the Help Desk Lead to meet SLAs and contractual standards.
• Contribute to change management and risk assessment.
• Lead small teams if needed.
• Handle other duties as assigned.

Skills

Customer support

Windows troubleshooting

DoD 8570 IAT II

Security best practices

Problem solving

Communication skills

Education

Associate’s degree in cybersecurity or related

2+ years relevant experience in lieu of degree

Tools

Incident ticketing systems

Desktop hardware

Print servers & peripherals

Active Directory

MS Office

Job description

Description

Job Title: Tier 1 Help Desk Analyst

Location: On-site in Arlington, VA

Department: Program Support

Reports To: Management

FLSA Status: Full Time/Non-exempt

Apavo is at the forefront of cybersecurity, providing services to military, defense, and critical infrastructure industries. Joining the Apavo team means becoming part of a company rooted in the principles of quality and communication. We value positive, candid interactions and the belief that everyone has valuable contributions to make. Apavo stands out for its commitment to a work-life balance and fostering a growth mindset among all team members. If you are looking to make a meaningful impact in the cybersecurity world while growing professionally in a supportive environment, Apavo is the place for you.

Job Purpose

The Tier 1 Help Desk Analyst is a critical first line of support, responsible for providing initial technical assistance and troubleshooting to end users on both unclassified and classified office information systems. This role serves as the first point of contact for users requiring assistance with IT-related issues, including account management, password services, hardware, software, and network connectivity.

The Tier 1 Help Desk Analyst ensures timely resolution of issues to minimize the impact on business operations, while contributing to the overall reliability, security, and performance of the agency’s IT environment. This role also supports continuous process improvement by developing documentation and assisting in the maintenance of service level objectives (SLOs). The Tier 1 Help Desk Analyst collaborates closely with other IT teams to restore service, identify root causes, and recommend system enhancements that improve user experience and system performance.

This role supports a long-term contract (currently in year 4 of 10) within the Department of Defense.

Duties & Responsibilities

• 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.
• Provides support for implementation, troubleshooting, and maintenance of IT systems.
• Provides first-level problem identification, diagnosis, and resolution of problems.
• 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 tier 1 support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user 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.
• Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance contractual standards
• Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
• May provide leadership to small teams or team members.
• Other duties as assigned

The Tier 1 Help Desk Analyst is expected to have additional duties as assigned. Additional details are reviewed in accordance with company policies.

Other

This is typical office or administrative work, and there is no exposure to adverse environmental conditions.

This position requires sedentary work. Sedentary work is defined as: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Apavo Corporation provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regards to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Apavo Corporation to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Apavo Human Resources at [e-mail] or 571-407-0069

Employment with Apavo Corporation is on an at-will basis, meaning either you or the Company can terminate the employment relationship, at any time, for any or no reason, and with or without cause or notice. As an at-will employee, your employment with Apavo Corporation is not guaranteed for any length of time.

Requirements

Qualifications

• Associate’s degree from an accredited institution in cybersecurity, information assurance, computer science or a related technical discipline, or the equivalent work experience. Can be substituted with 2+ additional years of relevant experience.
• Minimum 3 years relevant experience
• DoD Top Secret Clearance with SCI/SAP eligibility is required.
• Must have DoD 8570.01-M Information Assurance Technical (IAT) Level II
• Understanding of applying basic security principles to the computing environment (CE).
• 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.).
• Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
• Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs.
• Ability to troubleshoot Microsoft products including, but not limited to, Windows, Office; including all aspects of Windows security and Microsoft desktop products.
• Experience installing and supporting workstation hardware and software.
• Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
• Excellent written and verbal communication skills and excellent customer service skills are a must.