IT Help Desk Analyst - Tier 1 (Federal)

Overview

Symposit LLC seeks a dedicated IT Help Desk Analyst for Tier 1 federal support to deliver technical assistance to over 22,000 global users. This role involves troubleshooting hardware and software issues, responding to support requests through multiple channels, and managing tickets primarily through ServiceNow. The position requires adherence to established Standard Operating Procedures (SOPs) and timely ticket closure upon resolution confirmation.

Responsibilities

• Provide first-level IT support for hardware and software issues across a large user base worldwide.
• Receive and address support requests via phone, email, chat, and web/intranet platforms.
• Utilize remote tools to assist customers when PCs are network-connected.
• Log, update, and close support tickets using ServiceNow, escalating unresolved problems to Tier 2 or Tier 3 as necessary.
• Research solutions utilizing IT Help Desk knowledge base and other information resources.
• Operate within a 24/7/365 Help Desk environment with scheduled 40-hour work weeks, including potential overnight and weekend shifts.
• Adapt to shifting between remote work and on-site duties at White Oak, MD as required by the customer.

Qualifications and Experience

• Demonstrated strong communication skills, leadership potential, and problem analysis capabilities.
• Proven excellence in customer service with experience in call tracking and problem management software.
• Solid problem-solving skills and understanding of hardware-software interactions.
• Proficient in basic PC troubleshooting for Windows 7 and Windows 10 operating systems.
• Professional demeanor combined with a strong work ethic and attention to resolving multiple priorities in a dynamic environment.
• Willing and able to obtain Public Trust security clearance.
• Availability to work shifts that may include nights and weekends to support ongoing operations.

Educational Requirements

• High School Diploma or GED required.
• Microsoft Office Specialist certification (Access, Excel, PowerPoint, or Outlook) is preferred.
• Candidates without MOS certification must commit to achieving certification within 30 days of employment.

Additional Information

Symposit LLC is an equal opportunity employer and provides equal consideration to all qualified applicants regardless of race, gender, religion, age, disability status, national origin, or veteran status. Participation in E-Verify is mandatory. The role may require dynamic switching between remote and onsite work due to customer needs and COVID-19 related adjustments.

Work hours are scheduled by the IT Help Desk Manager and Supervisors and must comply with 24/7 availability needs.