Tier 1 Help Desk Analyst

About the role

Apavo is at the forefront of cybersecurity, providing services to military, defense, and critical infrastructure industries. As a Tier 1 Help Desk Analyst, you will serve as the critical first line of support, providing initial technical assistance and troubleshooting to end users on both unclassified and classified office information systems. This role supports a long-term contract (currently in year 4 of 10) within the Department of Defense.

This position is on-site in Arlington, VA, full-time, and non-exempt under the FLSA.

Responsibilities

• Answer calls, execute request fulfillment actions, and provide functional user support, including training issues, initial diagnostics/troubleshooting, account management, and password services.
• Diagnose and resolve issues on unclassified and classified office information systems.
• Provide first-level problem identification, diagnosis, and resolution for PC, server, or mainframe applications or hardware.
• Maintain and restore customers to normal IT operations with minimal impact on business activities.
• Interact with network services, software systems engineering, and/or applications development to restore service and identify core problems.
• Simulate or recreate user problems to resolve operating difficulties and recommend systems modifications to reduce user issues.
• Provide local and remote technical support services for end users across multiple agency networks.
• Develop and document process and procedural enhancements to improve service delivery.
• Work with the IT Help Desk Lead to ensure compliance with Service Level Objectives (SLOs) per contractual standards.
• Contribute to the change management process, representing customer interests when assessing risk and impact.
• May provide leadership to small teams or team members.
• Perform other duties as assigned.

This role involves typical office or administrative work with no exposure to adverse environmental conditions. The position is sedentary, requiring exerting up to 10 pounds of force occasionally.

Requirements

• Associate’s degree from an accredited institution in cybersecurity, information assurance, computer science, or a related technical discipline, or equivalent work experience (can be substituted with 2+ additional years of relevant experience).
• Minimum 3 years of relevant experience.
• DoD Top Secret Clearance with SCI/SAP eligibility is required.
• DoD 8570.01-M Information Assurance Technical (IAT) Level II certification.
• Understanding of applying basic security principles to computing environments.
• Ability to troubleshoot hardware and software problems related to desktop computers, print servers, scanners, printers, PDAs, desktop video/video teleconference systems, and peripherals.
• Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
• Experience with installation, configuration, and learning unique applications and programs.
• Proficiency in troubleshooting Microsoft products, including Windows, Office, and Windows security.
• Experience installing and supporting workstation hardware and software.
• Knowledge of industry-standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
• Excellent written and verbal communication skills, along with strong customer service skills.