Tier 1 Help Desk Analyst — DoD IT Support

Chenega Professional Services Strategic Business Unit; Arlington (VA); On-site; USD 25,000 - 41,000; Full time

Job summary

Chenega MIOS is seeking a Tier 1 Help Desk Analyst in Arlington, VA to deliver first-line IT support for DoD systems. You will handle calls, diagnose basic hardware and software issues, and manage user accounts and passwords.

The role requires DoD IAT Level II and Secret clearance, with potential leadership of small teams and collaboration with Tier 3 specialists. Responsibilities include documenting incidents, updating knowledge bases, and ensuring SLAs are met.

Qualifications

• Experience applying basic security principles to computing environments.
• Ability to troubleshoot hardware and software across PCs and peripherals.
• Strong written and verbal communication with customer service focus.

Responsibilities

• Answer calls and perform first-level diagnostics and password services.
• Provide first-level problem identification and resolution for IT systems.
• Coordinate with Tier 3 for escalation and documentation of issues.
• Maintain incident records in ticketing systems and ensure timely updates.
• Support local and remote users across multiple networks within the agency.

Skills

Security concepts

Hardware troubleshooting

Windows troubleshooting

Communication skills

Documentation

Education

Associate's degree or 2+ years

Tools

Incident tracking systems

Remote support tools

PC hardware

Job description

Chenega MIOS is seeking a Tier 1 Help Desk Analyst in Arlington, VA to deliver first-line IT support for DoD systems. You will handle calls, diagnose basic hardware and software issues, and manage user accounts and passwords.

The role requires DoD IAT Level II and Secret clearance, with potential leadership of small teams and collaboration with Tier 3 specialists. Responsibilities include documenting incidents, updating knowledge bases, and ensuring SLAs are met.