Help Desk Analyst

About the role

Provide remote support for program application/software issues and problems. Input end user incident information into a ticketing application. Diagnose issues and recommend Tier 1 level solutions. Record all user inquiries, resolutions, and service requests in the Remedy help desk ticketing system. Monitor and track system/software related inquiries forwarded to Tier 2 support. Support the CSC Manager with new project initiatives and administrative tasks.

Requirements

• High School Diploma and 2 years of experience
• Ability to obtain and maintain a public trust clearance and U.S. Citizenship
• Demonstrated experience utilizing Remedy, Microsoft Office Applications, and Skype
• Ability to troubleshoot effectively and communicate with team members

Skills

• Detail-oriented with the ability to think independently and track tasks to completion
• Excellent decision-making, problem-solving, customer service, and communication skills

Benefits

• Opportunity to work with a leading technology integrator
• Hybrid work model (3 days in office, 2 days remote)
• Engaging work supporting critical government programs
• Collaborative team environment with a focus on professional development