About the position
SecuriGence is seeking a Tier 1 Help Desk Analyst to join our team in San Antonio, Texas. In this role, you will be responsible for delivering essential technology services to our customers, supporting their missions to sustain national security and provide services to our nation. As a Tier 1 Help Desk Analyst, you will play a crucial role in solving problems through innovation and intelligence. Your primary responsibilities will include answering calls, executing request fulfillment actions, providing functional user support, and addressing training issues. You will also be tasked with initial diagnostics and troubleshooting, account management, and password services, ensuring that issues on both unclassified and classified office information systems are diagnosed and resolved efficiently. You will provide first-level problem identification, diagnosis, and resolution of problems, maintaining and returning customers to normal IT operations with minimal impact on business activities. Your support will extend to end users for PC, server, or mainframe applications or hardware. You will interact with network services, software systems engineering, and applications development to restore service and identify core problems. Additionally, you will simulate or recreate user problems to resolve operating difficulties and recommend systems modifications to reduce user issues. The role also involves providing local and remote technical support services for end users across multiple networks within the agency. You will be responsible for developing and documenting process and procedural enhancements and assisting other departments as needed for continuous process and service improvement. Working closely with the IT Help Desk Lead, you will ensure that the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance with contractual standards. You may also provide leadership to small teams or team members, contributing to the change management process and representing customer interests when assessing risk and impact.
Responsibilities
- Answering calls and executing request fulfillment actions.
- Providing functional user support and addressing training issues.
- Performing initial diagnostics and troubleshooting for IT systems.
- Managing accounts and providing password services.
- Diagnosing and resolving issues on unclassified and classified office information systems.
- Providing first-level problem identification, diagnosis, and resolution of problems.
- Maintaining and returning customers to normal IT operations with minimal impact.
- Providing tier 1 support to end users for PC, server, or mainframe applications or hardware.
- Interacting with network services, software systems engineering, and applications development to restore service and identify core problems.
- Simulating or recreating user problems to resolve operating difficulties.
- Recommending systems modifications to reduce user problems.
- Providing local and remote technical support services for end users across multiple networks.
- Developing and documenting process and procedural enhancements.
- Assisting other departments for continuous process and service improvement.
- Working with the IT Help Desk Lead to ensure compliance with Service Level Objectives (SLOs).
- Contributing to the change management process and assessing risk and impact.
- May provide leadership to small teams or team members.
Requirements
- Associate's degree or 2+ years of relevant experience.
- Three years of relevant experience in IT support.
- DoD IAT Level II Certification is required.
- DoD Secret Clearance is required; Top Secret with SCI eligibility preferred.
- Understanding of basic security principles in the computing environment.
- Ability to troubleshoot hardware and software problems related to desktop computers and peripherals.
- Demonstrated knowledge in analyzing, diagnosing, and recommending solutions for hardware and software problems.
- Ability to install, configure, and learn unique applications and programs.
- Experience troubleshooting Microsoft products including Windows and Office.
- Experience installing and supporting workstation hardware and software.
- Knowledge of industry standard Incident Ticket Tracking systems.
Nice-to-haves
- Excellent written and verbal communication skills.
- Excellent customer service skills.
