Helpdesk Analyst II

Responsibilities

• Provide service desk support to all customer IT groups for both unclassified and classified services.
• Monitor and respond to support requests submitted through various channels—including phone, email, and the ticketing system—ensuring timely tracking, documentation, and resolution of incidents.
• Collaborate with IT team members to escalate complex technical issues.
• Document, assess, track, and resolve incidents, problems, and service requests according to established Incident and Problem Management processes.
• Coordinate with the Customer’s Representatives to resolve events, incidents and problems in accordance with the Event Management, Incident Management and Problem Management processes such as anomalies that affect more than one user.
• Collaborate with the client to resolve network-related events, incidents, and problems, including the delivery of Install, Move, Add, and Change services, as well as the identification and resolution of network connectivity anomalies.
• Verify resolution with the customer before closing the ticket and provide a comprehensive Post-Incident Report detailing the cause of the service outage, corrective actions taken, and any required follow-up steps.
• Generate, publish, and maintain historical data for weekly and monthly Service Desk performance metrics on a government-designated website. Additionally, compile and report this information as part of the Weekly and Monthly In-Progress Reviews.
• Recommend improvements to existing processes and procedures to enhance efficiency, effectiveness, and overall service quality.

Qualifications

• A minimum of 2 years of experience in a help desk or technical support role, offering assistance and troubleshooting support to end users.
• Demonstrated strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills with the ability to communicate effectively with non-technical users.
• Experience with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System.
• IAM I (CAP, CND, Cloud+, GSLC, Security+ CE) preferred.