IT Help Desk Analyst - Tier 1 (Federal)

Role Overview

The IT Help Desk Analyst supports a vast clientele of over 22,000 users worldwide by diagnosing and remedying standard hardware and software concerns. Assistance requests are received through diverse channels including phone, email, chat, and web/intranet platforms. Remote assistance tools are utilized when the customer's PC is network-connected. Tickets are managed using the ServiceNow platform, escalating unresolved issues to higher-tier technical support.

Key Responsibilities

• Provide first-level IT support by resolving routine hardware and software problems.
• Receive and document support requests from multiple communication channels.
• Employ remote assistance to guide customers when possible.
• Create, update, and close support tickets meticulously within the ServiceNow system.
• Escalate complex problems to Tier 2 or Tier 3 teams as necessary.
• Follow established Standard Operating Procedures (SOPs) diligently for ticket management and resolution.
• Accept work schedules that cover 24/7/365 operations, with shifts assigned by management.
• Adapt flexibly between remote work and onsite presence at White Oak, MD as dictated by client requirements.

Required Experience and Competencies

• Excellent communication and leadership capabilities.
• Ability to drive change and approach challenges innovatively.
• Demonstrated strong customer service skills and familiarity with call tracking and problem management software.
• Solid problem-solving aptitudes with a broad knowledge of hardware and software interactions.
• Expertise in basic troubleshooting of PCs and Microsoft Windows 7 and 10.
• Professional demeanor with a strong work ethic and consistency in managing multiple priorities in a dynamic, fast-paced context.
• Must be eligible and capable of obtaining a Public Trust security clearance.
• Willingness to work varied shifts, including overnight and weekends, to support continuous operations.

Educational Requirements

• High School Diploma or GED is mandatory.
• Microsoft Office Specialist (MOS) certification in Access, Excel, PowerPoint, or Outlook is preferred.
• Candidates without MOS certification must commit to completing certification within 30 days post-hire.

Diversity and Compliance

Symposit LLC embraces equal opportunity employment by guaranteeing unbiased consideration for all qualified applicants irrespective of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, military status, or any legally protected category. The company participates in E-Verify to confirm employment eligibility.