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Form of workJob Description
Our client, a fast-growing high-tech company, is looking for a Help Desk Analyst supporting a federal government customer. You will be trusted to perform first-level contact and incident resolution to customers with software, and application problems. Includes handling both customer telephone support as well as electronically submitted requests.
Help Desk Analyst Responsibilities:
- Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
- Provides polite and friendly customer service
- Support all Cross-Domain solution requirements
- Stay up-to-date and be familiar with CSfC capability packages
- Stay up-to-date on CSfC-approved products and versions.
- Utilize network monitoring and testing tools to verify the health and availability of the network and associated service applications
- Utilize troubleshooting methods and tools (i.e. ping, traceroute) to diagnose or resolve incidents. Efficiently escalate incidents to the appropriate group when required
- Augment cybersecurity monitoring staff as needed
- Support the building of end-point devices, including smartphones and laptops
- Documents incident status and solutions in incident database tools.
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
- Support briefings and advocacy in helping the client adopt the CSfC service offering
- Willingness to occasionally work evenings and weekends required for outages or maintenance efforts
- Perform special projects and other duties as assigned.
Help Desk Analyst Qualifications:
- Secret Clearance level
- 3 or more years of experience in service desk support
- IAT-II DOD 8570 Certification CySA+ (CompTIA Cybersecurity Analyst), GICSP (Global Industrial Cyber Security Professional), GSEC (GIAC Security Essentials), Security+ CE (CompTIA Security+ Continuing Education), CND (Certified Network Defender), SSCP (Systems Security Certified Practitioner)
- Computing Environment Certification (e.g., MCSA, Linux, CCNA, etc)
- BA/BS = 5 years; AA=7 years
Work Environment and Physical Demands
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
- Type of environment: Office
- Please note that access to the office location for the position requires individuals to ascend and descend three flights of stairs. There is no access to an elevator or ramp.
- Noise level: Low
- Work schedule: Day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
- Amount of Travel: Less than 20%
Please apply today to learn more about this exciting opportunity!
Abel Personnel is an Equal Opportunity Employer
