Help Desk Analyst

Agile Defense
United States
Workplace: OnsiteFull timeUSD 70,000 - 77,000 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Analytical thinking","Problem-solving","Communication","Documentation","Collaboration"]

Provide help desk support for internal and external customers, handling incidents, problems, and service requests for both unclassified and classified environments. Triage and respond via phone, email, and ticketing system, document and resolve issues, and escalate complex problems to IT teams. Coordinate with customer representatives, verify fixes before closing tickets, and publish service desk performance metrics. Produce post-incident reports and recommend process improvements.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Agile Defense
Agile Defense
5 days ago

Help Desk Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Provide help desk support for internal and external customers, handling incidents, problems, and service requests for both unclassified and classified environments. Triage and respond via phone, email, and ticketing system, document and resolve issues, and escalate complex problems to IT teams. Coordinate with customer representatives, verify fixes before closing tickets, and publish service desk performance metrics. Produce post-incident reports and recommend process improvements.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide service desk support to customer IT groups for both unclassified and classified services.
  • •Monitor and respond to support requests via phone, email, and the ticketing system with timely tracking, documentation, and incident resolution.
  • •Collaborate with IT teams to escalate and resolve complex technical issues following Incident and Problem Management processes.
  • •Coordinate with customer representatives to resolve events, incidents, and problems, including network connectivity anomalies.
  • •Verify resolutions with customers before closing tickets and generate post-incident reports and service desk performance metrics.
Travel: Low travel

Pay and Benefits

Salary: USD 70,000 - 77,000 annually

Key Requirements

  • •Must have a Secret clearance to start.
  • •2+ years of help desk or technical support experience, assisting and troubleshooting end users.
  • •Provide service desk support for unclassified and classified services across phone, email, and the ticketing system.
  • •Demonstrated strong analytical and problem-solving abilities, with excellent verbal and written communication.
  • •Experience with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System.
Experience:2+ years
Skills:Analytical thinkingProblem-solvingCommunicationDocumentationCollaboration
Certifications:CAPCNDCloud+GSLCSecurity+ CEIAM IITILv4
Tech Stack:WindowsMicrosoft Office SuiteRemedy Ticketing SystemPhone supportEmail supportTicketing system

Eligibility

Security Clearance:Secret

Company Brief

Agile Defense
Provides cybersecurity services including managed detection and response, incident response, vulnerability assessments, and security operations to help organizations detect, respond to, and remediate cyber threats while meeting regulatory and compliance requirements.
Industry: Cybersecurity
Website