About this role

Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals.
Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow.
Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service.
Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs.
Escalates more complex problems to Tier 2 for support.
Utilize knowledge-based articles to support troubleshooting.
Provide courteous, professional, and timely communication to users.
Set user expectations for issue resolution and follow up to ensure satisfaction.

Bachelor’s degree in IT, Computer Science, or related discipline or two additional years of experience if no degree
3+ years of help desk or related experience
Public trust security clearance
CompTIA A+, HDI Desktop Support Technician, ITIL v4 Foundations are preferred

Help Desk Analyst

Key skills