Support Desk Analyst

Job Title: Support Desk Analyst (US Citizens Only)Location: Remote We are currently seeking candidates who meet the following qualifications: Key Responsibilities

• Respond to user queries via phone, email, or ticketing system promptly.
• Diagnose and resolve technical issues related to hardware, software, and network systems.
• Escalate unresolved issues to appropriate teams while ensuring proper documentation.
• Record and prioritize incidents in the ticketing system.
• Track, monitor, and follow up on incidents to ensure timely resolution.
• Provide root cause analysis and identify recurring issues for proactive resolution.
• Deliver a high level of customer service and maintain professionalism during all interactions.
• Educate users on self-service tools and basic troubleshooting steps.
• Collect and incorporate user feedback to improve support services.
• Assist with user account setup, password resets, and permissions management.
• Monitor system performance and report abnormalities or outages.
• Perform scheduled maintenance, updates, and patches as required.
• Maintain accurate records of incidents, resolutions, and workarounds.
• Create and update technical documentation and user guides.
• Generate and present regular support performance reports.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Experience in a technical support or helpdesk role.
• Proficiency in troubleshooting Windows/MacOS systems.
• Basic understanding of networking concepts (TCP/IP, VPN, DNS, etc.).
• Experience with ticketing systems (e.g., ServiceNow, Jira).
• Experience with Active Directory and Office 365 administration.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and multitask effectively.
• Problem-solving mindset with a keen attention to detail.
• Certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
• Experience in scripting or automation (PowerShell, Bash, etc.).
• Experience with ITIL principles and best practices.
• Federal Experience is a plus.
• Required Security clearance.

If you meet these qualifications, please submit your application via link provided in Linkedin. Kindly do not call the general line to submit your application.