Job Description

Job Title: Support Desk Analyst (US Citizens Only)

Location: Remote

We are currently seeking candidates who meet the following qualifications:

• Respond to user queries via phone email or ticketing system promptly.
• Diagnose and resolve technical issues related to hardware software and network systems.
• Escalate unresolved issues to appropriate teams while ensuring proper documentation.
• Record and prioritize incidents in the ticketing system.
• Track monitor and follow up on incidents to ensure timely resolution.
• Provide root cause analysis and identify recurring issues for proactive resolution.
• Deliver a high level of customer service and maintain professionalism during all interactions.
• Educate users on selfservice tools and basic troubleshooting steps.
• Collect and incorporate user feedback to improve support services.
• Assist with user account setup password resets and permissions management.
• Monitor system performance and report abnormalities or outages.
• Perform scheduled maintenance updates and patches as required.
• Maintain accurate records of incidents resolutions and workarounds.
• Create and update technical documentation and user guides.
• Generate and present regular support performance reports.

• Associates or Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).
• Experience in a technical support or helpdesk role.
• Proficiency in troubleshooting Windows/MacOS systems.
• Basic understanding of networking concepts (TCP/IP VPN DNS etc.).
• Experience with ticketing systems (e.g. ServiceNow Jira).
• Experience with Active Directory and Office 365 administration.
• Strong communication and interpersonal skills.
• Ability to work in a fastpaced environment and multitask effectively.
• Problemsolving mindset with a keen attention to detail.
• Certifications like CompTIA A ITIL Foundation or Microsoft Certified: Modern Desktop Administrator.
• Experience in scripting or automation (PowerShell Bash etc.).
• Experience with ITIL principles and best practices.
• Federal Experience is a plus.
• Required Security clearance.
  
  
  If you meet these qualifications please submit your application via link provided in Linkedin.
  Kindly do not call the general line to submit your application.

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