Help Desk Analyst

About the role

We are seeking an Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA.

Primary Responsibilities

• Troubleshoot, resolve, and/or escalate technical issues based on ticket assignments deskside or remotely, as necessary.
• Correlate events and incidents for management of Information Technology (IT) Services.
• Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
• Document and communicate degradation of services or outage issues information to customers and help with resolution.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Ensure your assigned tickets stay within the program’s AQL/SLA commitments.
• Utilize Remedy and/or Service Now for queue and work management.
• Ensure all tickets, requests, and work orders are properly documented.
• Create or coordinate the development of Knowledge Base Articles (KBA)
• Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
• Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.

Skills

• Help desk support
• Help desk
• Troubleshooting
• Win10
• Customer service

Job Type & Location

This is a Contract position based out of Fort Belvoir, VA.

Pay And Benefits

The pay range for this position is $50.00 - $55.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Fort Belvoir,VA.

Application Deadline

This position is anticipated to close on Sep 7, 2026.