Tier I Service Desk Analyst (Help Desk Support Specialist I)

MIL Corporation; Washington (District of Columbia); Hybrid; USD 45,000 - 55,000; Full time

Job summary

The MIL Corporation seeks a Tier I Service Desk Analyst (Help Desk Support Specialist I) to support a Federal government client at a Washington, DC Metropolitan area location. The role currently requires a hybrid schedule.

Responsibilities include diagnosing and resolving software/hardware incidents, assisting users, and maintaining service records, while upholding a high level of customer service. Requires HS/GED and CompTIA A+; ITIL4 Foundation and HDI certifications are desirable.

Qualifications

• Excellent verbal and written communication with technical and non-technical colleagues
• Ability to own issues and escalate when needed
• Motivated team player with flexibility to changing priorities
• Create and publish support documentation to enable self-sufficiency
• Attend internal training to stay up-to-date with technology and processes
• Willingness to perform duties beyond stated scope
• CompTIA A+ Certification required

Responsibilities

• Diagnose and resolve software and hardware incidents across operating systems and applications
• Assist users with logged IT incidents
• Analyze problems to implement fixes and restore service
• Record, update and document requests in the service desk system
• Resolve incidents and upgrade software/hardware
• Troubleshoot printers, copiers, and scanners
• Maintain high level of customer service and professionalism
• Participate in annual performance review process
• Support equality and diversity policies

Skills

Strong communication

Ownership mindset

Team player

Documentation skills

Training willingness

Adaptability

CompTIA A+ Certification

Education

HS/GED

ITIL4 Foundation

HDI Support Center Analyst

HDI Customer Service Representative

Job description

The MIL Corporation seeks a Tier I Service Desk Analyst (Help Desk Support Specialist I) to support a Federal government client at one of our Washington, DC Metropolitan area locations.

This position currently requires a hybrid schedule. Schedule is subject to change based on company/contract requirements.

Responsibilities

• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications
• Assist all users with any logged IT-related incident when called upon
• Conduct problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
• Accurately record, update and document requests using the IT service desk system
• Resolve incidents and upgrade different types of software and hardware
• Resolve incidents with printers, copiers and scanners
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
• Participate in the Annual Performance Review Process
• Actively support equality and diversity policies of The MIL Corporation and The Library of Congress

Travel

None

Required Qualifications

• Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• Ability to take ownership of issues, escalating incidents to other support teams where necessary
• Highly motivated team player with the skills and ability to manage changing priorities
• Ability to create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Willingness to attend internal training as necessary to keep up to date with the latest technology and internal system processes
• Ability to undertake other necessary duties not specifically stated without altering the nature or level of responsibility
• CompTIA A+ Certification

Desired Qualifications

• ITIL4 Foundation or higher
• HDI Support Center Analyst or HDI Customer Service Representative

Education

HS/GED

Clearance

Ability to obtain a Public Trust clearance

Compensation

The MIL Corporation values your contributions and offers a range of benefits to support your overall well-being. We are pleased to offer a comprehensive range of benefits to our full-time employees which include health, life, disability, and retirement plans, as well as paid time off, opportunities for professional growth and tuition assistance. Additional benefits and incentives may also apply, which will be communicated during the hiring process.

For this position, the projected compensation range is $45,000 - $55,000 per year. This estimate represents the typical salary range and is just one part of MIL’s complete compensation package. Final salary for this position is determined based on factors such as individual qualifications, education, experience, and contractual limitations. Learn more on the MIL Careers page.

Why MIL?

The MIL Corporation (MIL) is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology – and we are looking for candidates like you! MIL offers opportunities for professionals at all stages of their careers, from early-career candidates to experienced industry professionals. We are known for a collaborative, people-first culture where employees are supported, valued, and encouraged to grow. This commitment to our people and our work is reflected in the industry and workplace awards MIL has received over the years.

• 2017 - 2025 Top Workplaces Award, Greater Washington Area (The Washington Post)
• 2018 - 2025 Certified Great Workplace, Great Place to Work®
  • 2021 - 2025, Best Workplaces in Consulting & Professional Services™
  • 2021 Fortune Best Workplaces for Millennials™
  • 2018 Fortune, Great Place to Work: Best Place to Work for Diversity
• 2017, 2020 - 2025 Top Workplace Award, South Carolina (Greenville Business Magazine, Columbia Business Monthly, and Charleston Business Magazine)
• 2025 Corporate Partnership Award, Association of Fundraising Professionals, Maryland Chapter
• 2024 Patriot Award,Employer Support of the Guard and Reserve (ESGR), Department of Defense
• 2022 Freedom Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense
• 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense

If your goal is to help the federal government deploy leading technologies, improve financial management, or defend the nation in cyberspace, MIL welcomes you. Become a part of something greater, where you, the people, make the difference.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.