Security Analyst - Consultant

Roles/Responsibility

• Serve as the first point of contact for staff seeking IT assistance by phone, email, or in person.
• Aim to deliver consistent, high-touch support with a focus on first-response resolution.
• Troubleshoot and resolve routine issues with desktops, laptops, mobile devices, printers, and standard software applications.
• Escalate complex problems to senior IT staff or managed service providers while keeping users informed.
• Process account setup, password resets, and access requests in line with agency policies and security standards.
• Manage security and distribution group membership in line with agency access policies.
• Perform post-maintenance testing after managed service provider maintenance windows and report issues.
• Open, track, and follow up on tickets with managed service providers through resolution.
• Document requests, resolutions, and user feedback in the agency's ticketing system.
• Educate users on IT best practices, system usage, and agency technology guidelines.
• Support IT initiatives and projects under supervision, such as equipment rollouts and software updates.
• Perform occasional break/fix and hardware support, including diagnosing, repairing, or replacing desktops, laptops, peripherals, and mobile devices, and coordinating warranty or vendor repairs.
• Maintain IT asset inventory, including tracking equipment assignment, receipt, deployment, and retirement, and keep inventory records accurate and audit-ready
• Maintain strict confidentiality and security when handling sensitive financial and accounting data.
• Monitor and perform occasional rotating after-hours work to address incidents, support system maintenance, and meet deadlines.

Mandatory Skills:

1. Bachelor's degree in information technology, Computer Science, or a related technical field; equivalent work experience in information technology or information security may be considered.
2. 2+ years of help desk or IT support experience
3. Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices
4. Additional Skills: Patience, empathy, and professionalism with all users; clear verbal and written communication; curiosity and resourcefulness in problem-solving, with sound judgment on when to escalate. Candidates must be able to pass a background and credit check prior to start. Commitment to integrity, confidentiality, and attention to detail in a government and financial services setting. Ability to prioritize, stay organized, and remain calm under pressure. Ability to build professional relationships and manage user expectations in a formal, fast-paced environment. Strong customer service skills, with the ability to explain technical concepts in simple terms
5. Physical requirements: Must be able to lift and carry equipment weighing up to 50 pounds, and to bend, reach, and work under desks and in equipment areas as needed for hardware support.

Desirable Skills:

1. Experience in a customer-facing role (IT, banking, finance, or another professional service industry)
2. Experience with help desk software and ticketing systems
3. Exposure to Active Directory, Microsoft Entra ID, and Intune for account and device management
4. Experience working with managed service providers or submitting and tracking vendor tickets
5. At least one of the following Certifications
   1. CompTIA A+
   2. ITIL Foundation
   3. Microsoft Certified Fundamentals (e.g., Microsoft 365)