Provide first-line technical support and customer service to internal and external users
Diagnose, troubleshoot, and resolve technical issues
Log incidents, service requests, and resolutions in ticketing system
Escalate complex issues to higher-level support staff
Communicate status updates, instructions, and guidance to users
Assist in user account management tasks
Maintain and contribute to help desk documentation and knowledge base
Adhere to IT security protocols and compliance policies
Identify and report recurring issues for process improvement

Bachelor's degree in related field or 4 years professional experience in lieu of degree
1 year of professional experience in engineering or IT
Secret Clearance is required
U.S. Citizenship is required due to sensitive nature of the work
Exceptional interpersonal skills
Exceptional verbal and written communication skills
Excellent organizational, analytical, and problem-solving skills
Proficient in MS Office, Word, Outlook, PowerPoint, and Excel

Help Desk Agent

Key skills