What are the responsibilities and job description for the Help Desk Analyst position at AllianceIT Inc?
Job Title: Help Desk Analyst – Tier 1
Location: Quantico, VA (Onsite)
Rate: Up to $30/hr on W2
This position requires an Active Top Secret Clearance, Security CE certification
Required Qualifications
- High School Diploma or equivalent (Associate Degree preferred)
- 2 years of IT Help Desk or Desktop Support experience
- Security CE Certification (Required)
- Active Top Secret Clearance (Required)
- U.S. Citizenship required
Required Technical Skills
- IT Help Desk Support
- End-User/Desktop Support
- Windows Operating Systems
- Microsoft Office 365
- Hardware & Software Troubleshooting
- Ticket Management & Incident Resolution
- Problem Identification & Escalation
- Active Directory (User Account Management)
- Password Resets & Account Unlocks
- Basic Knowledge of Cisco Network Equipment
- Remote Support Tools
- Documentation and Knowledge Base Updates
Preferred Skills
- ServiceNow or Remedy ticketing system experience
- Active Directory account creation and administration
- Knowledge of DoD SAAR process
- Experience supporting DoD or Federal Government environments
- Familiarity with ITIL support processes
Key Responsibilities
- Provide Tier 1 technical support to NCIS users via phone, email, and ticketing systems.
- Troubleshoot and resolve hardware, software, printer, and network connectivity issues.
- Create, update, track, and close support tickets while maintaining accurate documentation.
- Escalate complex technical issues to higher-level support teams when necessary.
- Support Microsoft Office 365 applications and Windows operating systems.
- Assist with Active Directory user account management, password resets, and account provisioning.
- Collaborate with system administrators, engineers, and other IT teams to resolve technical issues.
- Deliver excellent customer service while maintaining established service level agreements (SLAs).
- Maintain detailed records of incidents, resolutions, and recurring issues.
- Support mission-critical IT operations in a secure DoD environment.
Required Skills
- Strong troubleshooting and analytical skills
- Excellent customer service and communication abilities
- Experience working in a fast-paced Help Desk environment
- Strong attention to detail and documentation skills
- Ability to prioritize multiple support requests
- Team-oriented with a proactive approach to problem-solving
Work Environment
- 100% Onsite – Quantico, VA
- 40 Hours per Week
- Team-based technical support environment
- Video interview (Microsoft Teams/Zoom)
Basic Qualifications
- Active Top Secret Clearance
- Security CE Certification
- 2 years of Help Desk or IT Support experience
- Experience with ServiceNow or Remedy is preferred
- Experience with Active Directory and Office 365
- U.S. Citizenship required
Interview Process: One Video Interview (Teams/Zoom)
Work Authorization: U.S. Citizens Only
Clearance Required: Active Top Secret Clearance