IT Help Desk Analyst

About the position

A respected defense industry organization is conducting a confidential search for a IT Help Desk Analyst to provide first -line technical support in a fast -paced, high -volume environment. This role offers hybrid flexibility and the opportunity to work with enterprise -level systems supporting defense -related clients.

Responsibilities
• Serve as the first point of contact for users via phone, handling a high volume of inbound support calls.
• Provide initial troubleshooting for hardware, software, network, and account -related issues.
• Log, track, and update tickets in the IT service management (ITSM) system with accurate documentation.
• Escalate complex or unresolved issues to Level 2/3 support teams following established procedures.
• Assist users with password resets, account access, and basic application support.
• Deliver exceptional customer service by explaining technical information clearly and professionally.
• Follow standard operating procedures and contribute to internal knowledge base updates.

Requirements
• Previous IT support experience (internship, help desk, or technical support role).
• VantageClear Certification (or equivalent U.S. defense -industry compliance credential) required.
• Strong verbal communication skills with the ability to manage a fast -paced call queue.
• Basic knowledge of Windows operating systems, Microsoft Office applications, and common enterprise software.
• Familiarity with ticketing systems and remote support tools.
• Ability to prioritize tasks, remain composed under pressure, and deliver excellent customer service.