Tier 1 Helpdesk Analyst - DoD IT Support (Arlington)

Chenega MIOS SBU; Arlington (VA); On-site; USD 41,000 - 53,000; Full time

Job summary

Chenega MIOS SBU is seeking a Tier 1 Help Desk Analyst in Arlington, VA to provide first-line IT support for end users, assist with ticketing and escalation, and help maintain operational IT services. The role emphasizes strong customer service, security clearance readiness, and collaboration with cross-functional teams.

The ideal candidate will hold DoD IAT Level II Certification, DoD Top Clearance, or be eligible for Top Secret with SCI, and must pass background and drug screening.

Qualifications

• Associate's degree or 2+ years of related work experience.
• 3+ years of relevant experience.
• DoD IAT Level II Certification is required.
• DoD Top Clearance is required.
• Top Secret with SCI eligibility preferred.
• Background and drug screening must be passed.

Responsibilities

• Answer calls, fulfill requests, provide user support, and manage passwords.
• Support IT systems: PC, server, or mainframe applications/hardware.
• Collaborate with network/services teams to restore service and identify issues.
• Meticulously document incident details in the ticketing system.
• Develop and document process improvements for service quality.
• Ensure Help Desk adheres to Service Level Objectives (SLOs).
• May provide leadership to small teams or team members.
• Support change management and risk assessment processes.

Skills

Customer service

Troubleshooting hardware and software

Microsoft Windows & Office support

Ticketing system

Education

DoD IAT Level II Certification

DoD Top Clearance

Top Secret with SCI eligibility

Tools

Active Directory

Ticketing systems

Remote support tools

Job description

Chenega MIOS SBU is seeking a Tier 1 Help Desk Analyst in Arlington, VA to provide first-line IT support for end users, assist with ticketing and escalation, and help maintain operational IT services. The role emphasizes strong customer service, security clearance readiness, and collaboration with cross-functional teams.

The ideal candidate will hold DoD IAT Level II Certification, DoD Top Clearance, or be eligible for Top Secret with SCI, and must pass background and drug screening.