IT Help Desk Analyst

Job Description

A respected defense industry organization is conducting a confidential search for a  IT Help Desk Analyst to provide first-line technical support in a fast-paced, high-volume environment. This role offers hybrid flexibility and the opportunity to work with enterprise-level systems supporting defense-related clients.

Key Responsibilities

Serve as the first point of contact for users via phone, handling a high volume of inbound support calls.

Provide initial troubleshooting for hardware, software, network, and account-related issues.

Log, track, and update tickets in the IT service management (ITSM) system with accurate documentation.

Escalate complex or unresolved issues to Level 2 / 3 support teams following established procedures.

Assist users with password resets, account access, and basic application support.

Deliver exceptional customer service by explaining technical information clearly and professionally.

Follow standard operating procedures and contribute to internal knowledge base updates.

Required Qualifications

Previous IT support experience (internship, help desk, or technical support role).

VantageClear Certification (or equivalent U.S. defense-industry compliance credential) required.

Strong verbal communication skills with the ability to manage a fast-paced call queue.

Basic knowledge of Windows operating systems, Microsoft Office applications, and common enterprise software.

Familiarity with ticketing systems and remote support tools.

Ability to prioritize tasks, remain composed under pressure, and deliver excellent customer service.

Requirements

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