Tier 1 Helpdesk Analyst

Njvc LLC; Arlington (VA); On-site; USD 41,328 - 52,348; Full time

Job summary

Chenega MIOS is seeking a Tier 1 Helpdesk Analyst in Arlington, VA. The role provides first-level support for end users, diagnostics, and incident resolution across PC, server, and mainframe environments.

You will document issues, utilize knowledge bases, and collaborate with network services and applications teams to restore service. Qualified candidates have an Associate's degree or 2+ years experience, 3+ years relevant IT support, DoD IAT Level II certification, and DoD Top Clearance.

Qualifications

• Understanding of applying basic security principles to the computing environment.
• Ability to troubleshoot hardware and software problems on desktops, printers, scanners, and peripherals.
• Demonstrated knowledge in analyzing and resolving hardware/software issues.
• Experience installing and supporting workstation hardware/software.
• Proficiency with Windows and Microsoft Office troubleshooting.

Responsibilities

• Answering calls and providing first-level user support.
• Troubleshoot and diagnose IT system issues; assist with maintenance.
• Resolve problems and restore IT operations with minimal impact.
• Maintain and document incident details in a ticketing system.
• Escalate complex issues to Tier 3 with clear documentation.
• Support for local and remote end-user IT services across networks.
• Contribute to process improvements and change management.

Skills

Security fundamentals

Troubleshooting hardware

Windows/Microsoft products

Customer service

Incident ticketing

Education

Associate's degree or 2+ years relevant experience

Tools

Incident ticket tracking systems

Job description

Tier 1 Helpdesk Analyst

Arlington, VA

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 problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.
• Provide local and remote Technical Support Services for end-user support on 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 with 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.
• Meticulously record all incident details, including symptoms, error messages, and user information, within a ticketing system for tracking purposes.
• Effectively use internal knowledge bases and documented solutions to resolve known issues quickly.
• Familiar with ticket escalation to Tier 3 support or other specialized teams, providing clear documentation of the issue and troubleshooting steps taken.
• Other duties as assigned.

Qualifications

• Associate's degree. Can be substituted with 2+ years of relevant experience.
• 3+ years relevant experience
• DoD IAT Level II Certification is required.
• DoD Top Clearance is required.
• Top Secret with SCI eligibility preferred
• Successfully pass background and drug screening

Knowledge, Skills, and Abilities

• 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 and 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

Benefits

At Chenega MIOS, we offer a broad range of benefits.

Estimated Salary/Wage

USD $29.52/Hr. Up to USD $38.46/Hr.

Equal Employment Opportunity

Chenega Corporation and family of companies is an EOE. Equal Opportunity Employer/Veterans/Disabled. Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program.