- Provide first-line support for end users of analytical software solutions and cloud offerings.
- Initial point of contact for all helpdesk requests.
- Records support requests in the central ticketing system (Jira), tracks and manages assigned (Jira) tickets, while also escalating to distributed team subject matter experts when necessary
- Monitors Jira system and email reflector daily and responds rapidly to userbase questions or requests.
- Creates and maintains Jira tickets for all end user interactions.
- Answers questions when possible, and when not possible reaches out to collaborate with distributed team subject matter experts to obtain an answer.
- Collaborate with other helpdesk team members to ensure consistency of responses to the end users.
- Maintains awareness of all tickets throughout that ticket's lifecycle.
- Maintains and provides helpdesk ticket metrics on a quarterly basis or as requested.
- Uses experience and problem-solving skills to identify frequently asked questions, develop and maintain FAQ site on both classified and unclassified wiki to assist end users with self-help options to enable the userbase to become more self-sufficient.
- Works closely with trainer and Quality Assurance (QA) team to identify trends within helpdesk tickets so that the Trainer can address those items within training videos and documentation.
- Willing to be flexible with working hours and shift work hours as necessary (with prior notification) to provide support coverage for userbase during important events in other time zones (our userbase is scattered from EST to HST).
- A Bachelor's Degree and zero to three (0-3) years of experience in related infrastructure, operating systems, system administration work is required. Six (6) years of additional related work experience or an Associate's Degree and four (4) years of additional related work experience may be substituted for a Bachelor's Degree.
- Must have experience working in a DoD environment preferably within a DoD helpdesk.
- The selected applicant must have DoD 8570/5239 IAT Level II Certification (Security + CE) and the ability to work independently and as part of a team in RDT&E environments.
- An active DoD Top Secret clearance is required to start. Applicant selected may be subject to a security investigation and must meet eligibility requirements for access to classified information.
-
Help Desk Analyst
2 weeks ago
Resource Management Concepts Patuxent River, United StatesHelp Desk Analyst · Location Patuxent River, MD · Requisition # 2326 · Division · Apply Now ) · Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technol ...
-
Help Desk Analyst
4 weeks ago
Bowie State University Bowie, United StatesProvide Tier Level I technical support via the phone, ticketing system, chat, and remote tools for students, faculty, and staff. Answer incoming calls and provide technical support via the phone and remote desktop support tool. Fulfilling service req Help Desk Analyst, Help Desk, ...
-
Help Desk Analyst
4 weeks ago
Bowie State University Bowie, United StatesPosting Details · Job Specification Information · Job Posting Number · S420NE · Position Title · Help Desk Analyst · Class Title · Staff · Regular or Contingent II · Contingent II (more than 6 mos) · Desired Start Date · FLSA · Non-Exempt · Grade/Range · $40,000 · Open Date · 0 ...
-
Service Desk Analyst
3 weeks ago
Apex Systems Arlington, United StatesFor Immediate Response, please follow instructions below AND send to · Positions: Service Desk Analysts and Service Desk Leads · Location: HYBRID - 3 Days Onsite · Duration: 3-6 Month Contract to Hire (1.5+ years left on the contract) · If interested, please send: Updated WORD ...
-
Help Desk Analyst
1 day ago
CACI Arlington, United StatesHelp Desk AnalystJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: SecretEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *What You'll Get to Do: · Work with a purpose Interested in steering your car ...
-
Service Desk Analyst
2 days ago
Diligent Washington, United StatesAbout Us · Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so the ...
-
Service Desk Analyst
8 hours ago
Govcio LLC Arlington, United States Full timeOverview: GovCIO is currently hiring for a Senior Service Desk Analyst to provide Tier 3 Help Desk operations for a government enterprise application. This position will be located in Arlington, VA and will be a fully on-site position. The Senior Service Desk Analyst provides tec ...
-
Service Desk Analyst
4 days ago
TEKsystems Baltimore, United States: Daily responsibilities include logging, tracking and resolving an average of 25 to 30 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, ...
-
Help Desk Analyst
3 weeks ago
Censeo Consulting Group Washington, United StatesJob Description · Job DescriptionHelp Desk Analyst (Salesforce) · The Company: · Censeo Consulting Group is a top Washington D.C. based management consulting firm dedicated to helping public sector and non-profit clients build operational excellence, deliver better outcomes, and ...
-
Service Desk Analyst
4 hours ago
DMI (Digital Management, Inc.) Arlington, United States· Service Desk Analyst · Job ID · Category · Infrastructure Support · Location · US-VA-Arlington · About DMI · DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybe ...
-
Service Desk Analyst
4 weeks ago
CACI International Oxon Hill, United StatesService Desk Analyst - Mid (Hybrid) · Job Category: Information Technology · Time Type: Full time · Minimum Clearance Required to Start: None · Employee Type: Regular · Percentage of Travel Required: Up to 10% · Type of Travel: Local · * * · Qualified candidates will prov ...
-
Help Desk Analyst
5 days ago
DMI Arlington, United States Part timeAbout DMI: · DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to ...
-
Service Desk Analyst
2 weeks ago
CAI Alexandria, United States**Job ID Number** · R2664 · **Employment Type** · Full time · **Worksite Flexibility** · Hybrid · **Job Summary** · We are looking for a motivated Senior Help Desk Analyst ready to take us to the next level If you have multifunction device and service desk experience, and ...
-
Service Desk Analyst
2 weeks ago
TEKsystems Baltimore, United StatesHybrid schedule in Catonsville, MD · Description: · Description · Daily responsibilities include logging, tracking and resolving an average of 20 to 30 · customer interactions per day. Specific responsibilities include acting as the · customer advocate for problem resolution, dem ...
-
Help Desk Analyst 1
3 weeks ago
Audley Consulting Group Rockville, United StatesAudley Consulting Group (ACG) is seeking a full time · Tier 1 Help Desk Analyst · to support our Federal Government customer at the client location in Rockville, MD. · Duties and Responsibilities: · Answer Help Desk phones and provide Tier 1 Support to users on a variety of iss ...
-
TOC Service Desk Analyst
3 weeks ago
Apex Systems Arlington, United StatesJob#: · Job Description: · Below is the full job description, if interested in applying for this position please email a copy of your updated resume and the best time to connect over the phone to Louie at · Job Title: Service Desk Analyst · Contract Type/Length: 6-Month Contra ...
-
Service Desk Analyst
3 weeks ago
CAI Annapolis, United StatesService Desk Analyst · Req number: · R2366 · Employment type: · Full time · Worksite flexibility: · Onsite · Job Summary · We are seeking a Service Desk Analyst to perform help desk support while planning, integrating, and maintaining software and hardware for the department's lo ...
-
help desk support analyst
4 weeks ago
Arlington County, VA Arlington, United StatesSalary: $71, $111,217.60 Annually · Location : Arlington, VA · Job Type: Full-Time Permanent (OS) · Remote Employment: Flexible/Hybrid · Job Number: B-DTS-EM · Department: Department of Technology Services · Opening Date: 05/03/2024 · Closing Date: 5/16/2024 11:59 PM Easte ...
-
Service Desk Analyst
3 weeks ago
Varada Consulting Annapolis, United StatesService Desk Analyst · Job Location: Annapolis Junction, MD · Clearance: Active Secret Clearance: Must be able to obtain a TSA suitability · Rotating shifts Schedule: · Shifts · There are 4 shifts; each schedule is 36 hours one week, 44 hours the next week. Schedules rotate appr ...
-
Service Desk Analyst
1 week ago
CAI Annapolis, United StatesService Desk Analyst · **Req number:** · R2366 · **Employment type:** · Full time · **Worksite flexibility:** · Onsite · **Job Summary** · We are seeking a Service Desk Analyst to perform help desk support while planning, integrating, and maintaining software and hardware ...
Help Desk Analyst - Patuxent River, United States - Resource Management Concepts
Description
Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America. RMC is hiring for a Help Desk Analyst who will provide support to an RDT&E environment at Patuxent River, MD.
The selected applicant will:
Requirements
Benefits
At RMC, we're committed to your career growth RMC differentiates itself from other firms through its investment in our employees. We invest our resources to train, certify, educate, and build our employees. RMC can offer you a great place to work with a small company feel and give you the experience and certifications that will take your career to the next level. RMC also offers high-quality, low-deductible healthcare plans and a competitive 401K package.