Help Desk Analyst - CECOM

Responsibilities

• Provide functional and technical support for assigned software applications, IT systems, or product suites.
• Respond to user inquiries, troubleshoot issues, and perform problem resolution through the service desk process.
• Monitor service desk workflow, ticket volume, and support data to identify trends, potential outages, or downtime affecting critical IT assets and services.
• Support continuous improvement of the customer-facing portal by recommending enhancements, updating content, and identifying opportunities to improve the user experience.
• Provide user guidance, recommendations, and training to help customers effectively use supported applications and systems.
• Understand, follow, and promote Agile principles and team-based continuous improvement practices.
• Support continuous cybersecurity risk management by following established security procedures and escalating potential concerns as appropriate.
• Participate in pre-deployment application testing by validating changes from an end-user perspective, documenting defects, and supporting release readiness.

Qualifications

• Active Secret security clearance.
• Bachelor’s degree in Computer Science, Mathematics, Engineering, or a related technical discipline, plus four (4) years of relevant experience within the last four (4) years; Three (3) additional years of applicable experience, with appropriate certifications or relevant experience, may be substituted for the degree requirement, for a total of seven (7) years of experience.
• Service Desk experience providing end-user support, troubleshooting, ticket tracking, and problem resolution.
• Experience with Quality Assurance (QA) testing, including validating application changes before deployment, documenting defects, and confirming fixes meet requirements.
• Experience using JIRA or a similar ticketing/workflow management tool.
• Working knowledge of AI concepts and practical applications.

Desired Qualifications

• Experience supporting the DoD.

Pay

The posted salary range is a good-faith estimate. Actual compensation will be based on the selected candidate’s qualifications, experience, skills, and other job-related factors. DSA - Salary Pay Range $60,000 - $70,000 USD.