Help Desk Analyst

We are looking for a Mid-to-Senior Help Desk Analyst to join our client’s team onsite at the Pentagon in support of their DoD customer.  In this position, you will play a key role in providing frontline IT support and technical assistance to their customer’s personnel. This position is ideal for candidates with strong communication skills, a customer-service mindset, and a desire to develop their technical expertise.

You will assist in troubleshooting hardware and software issues, managing IT assets, and supporting day-to-day IT operations to ensure end-users can perform their job functions efficiently.

This role is fully onsite in Arlington, VA and requires a minimum of Interim Secret Clearance.  This is a direct hire position with our client with a salary range of up to $65k.

Responsibilities Include:

• Technical Support & Troubleshooting:
  • Respond to user inquiries, troubleshoot technical issues, and provide basic IT support for hardware, software, and network-related problems.
  • Assist users with password resets, VoIP, and mobile device PIN troubleshooting.
  • Manage and maintain standalone desktops, tablets, and commercial internet connections.
  • Support the setup of virtual and on-site meetings using tools like Zoom and Microsoft Teams.
  • Monitor and manage group mailboxes, including requests for new mailboxes and distribution lists.
  • Resolve or escalate tickets to appropriate teams and follow up to ensure issues are fully addressed.
  • Provide proactive communication to users regarding tickets, tasks, outages, or IT-related updates.
  • Coordinate with the broader service desk team and third-party vendors to support device configurations, software migrations, and technical solutions.
  • Provide ad-hoc user training in both group and one-on-one settings for enterprise tools and hardware.
  • Prepare and maintain Standard Operating Procedures (SOPs), Quick Reference Guides (QRGs), and user instructions.
• IT Asset Coordination:
  • Assist with hardware and software installations, updates, and configurations as needed.
  • Coordinate inventory accuracy with property custodians and track IT asset turn-ins and deployments.
  • Support the management of Wi-Fi activations and passwords, ensuring compliance with security guidelines.

Required Qualifications:

• Must be a US Citizen with a current DoD Secret or be able to obtain an Interim Secret Clearance prior to starting.
• 1-3 years of related experience.
• Must have and maintain a current CompTIA Security CE certification or must obtain the certification within your first 90 days on the team.
• Must reside within a commutable distance of Arlington, VA in order to work onsite fulltime.

Required Skills and Experience:

• Familiarity with diagnosing and resolving common hardware and software issues for desktops, laptops, mobile devices, and peripherals (e.g., printers, scanners, and VoIP systems).
• Basic understanding of password resets, system configurations, and network connectivity (e.g., Wi-Fi activation, IP/MAC address identification, etc.).
• Experience working with IT service desk ticketing systems (e.g., ServiceNow, Remedy, or similar) to log, escalate, and follow up on support issues.
• Ability to prioritize and manage support tickets effectively.
• Proficiency in setting up and troubleshooting collaboration tools such as Zoom, Microsoft Teams, and other virtual meeting platforms.
• Basic knowledge of Microsoft Office Suite (e.g., Outlook, Word, Excel, PowerPoint).
• Exposure to hardware and software installations, updates, and configurations.
• Understanding of basic inventory management processes for IT equipment (e.g., laptops, mobile devices, and standalone desktops).
• Demonstrated ability to explain technical solutions to non-technical users clearly and effectively.
• Customer Service Mindset: Approaches support tasks with patience, empathy, and a focus on delivering excellent service.
• Strong Communication: Ability to interact with users clearly and professionally, both verbally and in writing.
• Attention to Detail: Ensures accuracy in ticketing, documentation, and troubleshooting.
• Willingness to Learn: Demonstrates a proactive attitude toward developing new technical skills and understanding evolving IT systems.
• Team Collaboration: Ability to work well with cross-functional teams and escalate issues appropriately.

Desired Skills, Qualifications, and Experience:

• Bachelor's degree preferred.
• Experience in customer service or help desk support role is preferred but not required.
• Internship, academic projects, or part-time work related to IT support or troubleshooting is a plus.
• CompTIA IT Fundamentals (ITF ), CompTIA A , ITIL Foundation