<h3>Job Description</h3>
Job Description
Join Community 1st Credit Union as an IT Help Desk Analyst and be at the forefront of technological innovation! This position offers the unique opportunity to solve complex problems and enhance our digital landscape. You'll collaborate with a team of passionate professionals who value teamwork and excellence, allowing you to grow your skills in a dynamic environment. Your contributions will ensure our systems run smoothly, fostering a culture of connectivity and efficiency.
Benefits package includes: Medical, Vision, Dental, Flexible Spending Account, Education Reimbursement, Life Insurance, PTO, Paid Volunteer Time, Sick Time, and an amazing 401K plan (10% company contribution). C1st is proud to consistently be rated as a Top Workplace in Iowa.
This position will be located on-site in Ottumwa, Iowa.
Your day to day as a IT Help Desk Analyst
As an IT Help Desk Analyst at Community 1st Credit Union, you will be responsible for providing prompt and friendly technical support to our team and members. Each day, you will handle incoming service requests via phone, email, or in-person, ensuring queries are resolved efficiently. You will assist in troubleshooting hardware and software issues, guiding users through step-by-step solutions. Additionally, you will document all interactions in our ticketing system, track resolutions, and escalate complex issues when necessary. Collaborating with other IT team members, you'll participate in ongoing training and development opportunities to refine your skills and stay updated on the latest technologies. Your role will be vital in maintaining the organization's technology infrastructure.
What we're looking for in a IT Help Desk Analyst
To excel as an IT Help Desk Analyst at Community 1st Credit Union, strong problem-solving skills are essential. You should possess excellent communication abilities, both verbal and written, to effectively assist and educate users facing technical challenges. You must demonstrate empathy and patience while addressing inquiries or resolving issues.
Adaptability is important, as you will encounter diverse challenges that require quick thinking and creativity. Proficiency in critical thinking will help you analyze problems and implement timely solutions. Additionally, being a team player with a collaborative spirit will enable you to work seamlessly with colleagues across departments.
Finally, a commitment to continuous learning and an eagerness to stay informed about emerging technologies will greatly contribute to your success in this role.
Ready to join our team?
At C1st, employees are not only encouraged to get involved in their communities - but they are also actively supported, as C1st offers paid volunteer time for all employees. If you're looking to join a team that makes a difference both at work and in the community, C1st is the place for you.
If this sounds like the right job for you, don't wait - apply today to join our team. We look forward to hearing from you!

IT Help Desk Analyst

<h3>Job Description</h3>
Job Description
Role Description: The Help Desk Analyst provides Level 2 Support by performing a variety of technical and customer service tasks to ensure the smooth operation of our IT systems and services.
Responsibilities:
<ul>
<li>Manage expectations at all levels: customers/end users, executive sponsors.</li>
<li>Ensure quality standards are followed.</li>
<li>Monitor the teams open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.</li>
<li>Act as the escalation point for high priority support issues.</li>
<li>Make recommendations on policies regarding system use and services.</li>
<li>Request service from software and hardware vendors for defective products.</li>
<li>Serve as a subject matter expert for one or more custom or COTS applications.</li>
<li>Explain software errors to programmers or recommend changes to programs.</li>
<li>Work as an in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.</li>
<li>Test software and hardware to evaluate ease of use and whether the product will aid users in performing work.</li>
<li>Write software and hardware evaluation and recommendations for management review.</li>
<li>Write or revise user-training manuals and procedures.</li>
<li>Develop training materials, such as exercises and visual displays.</li>
<li>Train users on software and hardware on-site or in classroom settings, or recommend outside contractors for training.</li>
<li>Provide technical assistance, support, and advice to end users for hardware, software, and systems.</li>
<li>Provide hands-on technical assistance to business and technical users.</li>
<li>Investigate and resolve computer software and hardware problems of users.</li>
<li>Serve as a contact for level 1 support.</li>
<li>Serve as a contact for users having problems using computer software, hardware, and operating systems, and escalate as necessary.</li>
<li>Determine whether problems are caused by hardware, software, or system.</li>
<li>Answer questions, applying knowledge of computer software, hardware, systems, and procedures.</li>
<li>Research problems and find solutions by talking with technical and non-technical co-workers.</li>
<li>Use diagnostic software or listen to and follow instructions to assist users with problems.</li>
<li>Experienced with a variety of call-tracking software and systems.</li>
<li>Maintain current industry knowledge through reading trade magazines and independent study.</li>
<li>Follow quality standards and display strong customer service skills.</li>
<li>Work effectively in a team environment.</li>
<li>Complete assigned tasks.</li>
<li>Demonstrate strong communication skills, both written and spoken.</li>
</ul>

Required / Desired Skills
<ul>
<li>Tier 2 technical support for hardware and software: Required, 5 Years</li>
<li>Experience with call tracking and ticketing software: Required, 5 Years</li>
<li>Provides user training, documentation, manuals: Required, 5 Years</li>
<li>Managing and assigning support issues: Required, 5 Years</li>
<li>4-year college degree in field of specialty or equivalent experience: Highly desired</li>
</ul>

Help Desk Analyst, Tier 2

<h3>Job Description</h3>
Job DescriptionIdealforce has &nbsp;CONTRACT position available immediately for aHelp Desk Analyst 2-HDA2 to join our customer in&nbsp;Columbus, OH. This a Onsite Position Please find below additional details about this job. Only Local Candidates are considered for this role. Job Description: Provides tier 2 technical support and system access to approximately 15,000 customers using ServiceNow ticketing system. Troubleshoots hardware and/or software issues independentlyin workstation support, desktop support, business continuity, informationsecurity, network connectivity knowledge of MS Office (O365) and use ofticketing system software. Skill Required / Desired Amount of Experience Professional experience working with computers in a Help Desk/Support role- Required 1 Years Professional experience in a customer service-related role, providing phone and video support for users with varying levels of technical expertise- Required 1 Years Strong Customer Service Skills- Required 1 Years Previous experience with ServiceNow- Highly desired 1 Years CompTIA A+ Certification- Highly desired 1 Years THIRD PARTY CANDIDATES: Email your candidate/s resume to&nbsp;&nbsp;jb dot&nbsp;resumes at idealforce.com &nbsp;along with the following details: Rate, Current location and Availability. Disclaimer : &nbsp;The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Help Desk Analyst 2-HDA2

<h3>Job Description</h3>
Job Description
Summary
Provides in-person, phone and email help desk support and assists with production activities as well as coordinates the administration of the Help Desk system with the Help Desk Lead. 
Essential Duties and Responsibilities
<ul>
<li>Contributes to a positive work atmosphere by displaying productive behavior and communication focused on building effective working relationships with customers, clients, co-workers, and management.</li>
<li>Administers the Help Desk system as well as the Incidents and Service Requests submitted across the organization and coordinates the completion / resolution of submitted requests with the IT Helpdesk Analysts and Network Administrators.</li>
<li>Contributes to the customer service focused enterprise IT help desk team, includes assisting in setting and monitoring help desk performance standards.</li>
<li>Maintains quality service by establishing and enforcing organization standards.</li>
<li>Manages multiple priorities and competing tasks while making decisions as to priority of tasks and assignment of IT Help Desk Analysts.</li>
<li>Delivers a consistent, responsive, and satisfying customer experience with each interaction.</li>
<li>Assists with the implementation of IT projects and initiatives, develops project plans and manages through completion.</li>
<li>Conducts cable plant management.</li>
<li>Processes return merchandise authorizations.</li>
<li>Completes new workstation setups.</li>
<li>Administers license management.</li>
<li>Collects, records and distributes help desk metrics, technical and administrative documentation.</li>
<li>Organizes technical and administrative electronic records assuring integrity.</li>
<li>Provides help desk support for system users including application training.</li>
<li>Identifies, researches, and resolves technical problems.</li>
<li>Maintains, creates, updates, and distributes pre-loaded hard drive images for fast deployment of PCs.</li>
<li>Coordinates and manages information system hardware, software, and system updates.</li>
<li>Assists with new equipment installation, set-up and maintenance for workstations, printers, copiers, telephone, including outside service.</li>
<li>Upgrades information technology approved by executive staff throughout the company.</li>
<li>Comply with company Information Security requirements and policies.</li>
<li>Manages and maintains company IT assets.</li>
<li>Maintains a well-organized and clean layout in defined storage areas.</li>
<li>Maintains regular attendance including being at work, being on time to work and working full shifts.</li>
<li>Other duties may be assigned.</li>
</ul>

Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Greenpoint Core Competencies
<ul>
<li>Adaptability - Adapts to changes in the work environment, manages competing demands, and accepts constructive criticism/feedback and changes approach or method to best fit the situation.</li>
<li>Communications - Expresses ideas and thoughts effectively in verbal and written form, exhibits good listening and comprehension, keeps others informed and uses appropriate communication methods.</li>
<li>Dependability - Responds to requests for service and assistance, follows instruction and responds to management direction, takes responsibility for own actions and doing the best job possible, keeps commitments, and maintains reliable attendance.</li>
<li>Initiative - Sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, measures self against standard of excellence, recognizes and acts on opportunities, and takes calculated risks to accomplish goals.</li>
<li>Teamwork - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, and puts success of team above own interests.</li>
<li>Work Quality - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality.</li>
</ul>
Job Core Competencies
<ul>
<li>Customer Service – Displays courtesy and sensitivity, manages difficult or emotional customer situations, meets commitments, responds promptly to customer needs, solicits customer feedback to improve service.</li>
<li>Judgment – Displays willingness to make decisions, exhibits sound and accurate judgment, supports, and explains reasoning for decisions, includes appropriate people in decision-making process, makes timely decisions.</li>
<li>Problem Solving-Identifies problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages, works well in group problem solving situations.</li>
<li>Self-Management - Regulates impact of own emotions upon others, remains focused and energized under stress, accepts criticism and recovers quickly from setbacks, projects realistic self-confidence in abilities.</li>
</ul>

Summary of Education, Experience &amp; Certification
Associate degree (AA) or equivalent and 3 years related experience; or equivalent combination of education and experience.
US Citizen Required - this position is located at a facility that requires special access. 
Required Knowledge, Skills &amp; Abilities
<ul>
<li>Working knowledge of computers and software.</li>
<li>Demonstrated experience with Windows 10.</li>
<li>Experience Administering Active Directory Users, Groups and Computers in Windows Server 2022.</li>
<li>Experience troubleshooting and maintaining Microsoft Outlook client.</li>
<li>Experience supporting Microsoft 365 applications.</li>
<li>Experience with Cyber-security/major incident response strongly preferred.</li>
<li>Strong customer service background and technical writing skills.</li>
<li>Ability to communicate well in person, email, and telephone.</li>
<li>Ability to work effectively in a highly organized manner and be extremely detail oriented.</li>
<li>Ability to work well independently and cross-functionally as part of an established and growing team.</li>
<li>Ability to ensure effective follow-up and follow-through.</li>
<li>Highly self-motivated and customer-service focused.</li>
<li>Understanding of project management principles.</li>
<li>Ability to effectively prioritize and execute tasks under pressure.</li>
<li>Strong communication, time-management, and problem-solving skills.</li>
<li>Ability to read, analyze, and interpret technical documents.</li>
<li>Ability to write reports, business correspondence, and procedure manuals.</li>
<li>Ability to effectively present information and respond to questions within all levels of an organization.</li>
<li>Ability to problem solve with limited to no established process and guidance and to interpret instructions.</li>
<li>Ability to sit for extended periods of time, use hands to lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and have close/color vision ability to adjust focus.</li>
<li>Valid driver license required.</li>
<li>Ability to travel as required.</li>
<li>Ability to work outside of core business hours as required.</li>
</ul>
About Greenpoint Technologies Greenpoint delivers nose-to-tail VIP Jet aircraft interiors for private clients and Heads-of-State. We are proud to be known in the aerospace industry for our design and engineering innovation, award-winning company culture, and on-time delivery of our beautiful products. We use leading-edge tools and employee-built processes to deliver extraordinary, one-of-a-kind custom aircraft interiors. It's complex work, but we work smart. In return for hard work, collaboration, and creativity, our people experience a culture custom built for high achievers:
<ul>
<li>Big jobs and stretch assignments.</li>
<li>High accountability environment, with transparent decisions aligned to values, open communication, and engaged leadership.</li>
<li>Ability to make a big, visible impact on the end product. </li>
</ul>
We welcome diverse contributions and provide equal employment opportunities to all individuals without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

<h3>Job Description</h3>
Job Description
We’re looking for a Help Desk Analyst who enjoys solving problems, helping people, and keeping things running smoothly. This role is perfect for someone with strong technical knowledge, excellent communication skills, and a customer-first mindset.
 
As a Help Desk Analyst, you’ll be the go-to person for handling incoming tech support requests, resolving software and hardware issues, and making sure end users feel supported. You’ll also work closely with the IT team to escalate complex issues and keep everything documented and organized.
 
What You’ll Be Doing:
<ul>
<li>Respond to calls and emails from end users during designated Help Desk hours.</li>
<li>Diagnose and troubleshoot advanced-level issues with computer software, hardware, and peripherals.</li>
<li>Escalate more complex problems to the appropriate IT staff and keep users updated along the way.</li>
<li>Log and track all support requests to ensure issues are resolved in a timely manner.</li>
<li>Set up and install hardware and software for users as needed.</li>
<li>Maintain user accounts (Windows, email, shared drives, etc.).</li>
<li>Provide mentorship to junior Help Desk staff when needed.</li>
<li>Keep track of support trends and report common issues to help improve IT processes.</li>
<li>Assist with IT equipment inventory and mobile device management.</li>
<li>Occasionally travel to nearby office locations for on-site support.</li>
</ul>
 
What We’re Looking For:
<ul>
<li>Associate’s degree in Information Technology or related field (or equivalent experience).</li>
<li>At least 5 years of prior experience in a help desk or technical support role.</li>
<li>Strong verbal communication and customer service skills.</li>
<li>Ability to stay calm and helpful while resolving tech problems.</li>
<li>Familiarity with common IT systems, hardware, and troubleshooting tools.</li>
<li>Strong attention to detail and problem-solving abilities.</li>
<li>Valid driver’s license and acceptable driving record (for occasional local travel).</li>
</ul>
 
Why You’ll Love This Job This Help Desk Analyst position gives you the chance to work with a dedicated IT team, gain experience with a variety of systems, and play an important role in keeping internal operations running efficiently. If you’re passionate about tech support and enjoy helping others, this role could be a great fit.
 
Pay: $55k-$80k/yr
Company DescriptionHIRE CONNECTIONS serves primarily the greater Denver Metro area. We are locally based and a female-owned business. Our approach to employment is progressive by understanding the specific and personal needs of what makes a great CONNECTION. With over 50 years of staffing experience and 20 years of continued growth within the life of Hire Connections, we will elevate your level of staffing expectations and career choice opportunities. 
<h3>Company Description</h3>
HIRE CONNECTIONS serves primarily the greater Denver Metro area. We are locally based and a female-owned business. Our approach to employment is progressive by understanding the specific and personal needs of what makes a great CONNECTION. \r\n\r\nWith over 50 years of staffing experience and 20 years of continued growth within the life of Hire Connections, we will elevate your level of staffing expectations and career choice opportunities.

<h3>Job Description</h3>
Job DescriptionWe are looking for a skilled Help Desk Analyst III to join our team in Dublin, Ohio. This long-term contract position offers an excellent opportunity to contribute to the healthcare industry by providing advanced technical support and desktop engineering solutions. The role will involve both onsite and hybrid work arrangements, with a focus on enhancing IT operations and user experiences. Responsibilities: • Oversee desktop engineering tasks, including remote device management and application deployment using Microsoft Intune. • Administer and support mobile devices and telephony systems, such as CXOne. • Develop and implement scripts to automate device configuration and maintenance processes. • Act as a subject matter expert and escalation point for Tier I and Tier II support teams. • Manage service tickets through FreshService, ensuring resolutions are delivered promptly. • Execute enterprise-wide computer deployments using Autopilot. • Collaborate with various teams to improve IT operations and enhance user satisfaction. • Participate in a rotational on-call schedule every five weeks, including remote work during weekends.• Possess 5–10 years of relevant IT experience, including Tier III-level support. • Demonstrated expertise in Microsoft Intune for enterprise-level device management. • Solid background in desktop engineering, scripting, and remote device management. • Ability to adapt quickly, mentor team members, and learn new technologies effectively. • Strong communication and interpersonal skills, with a dependable and punctual work ethic. • Proven experience deploying and managing devices across multiple enterprise locations. • MD-102: Endpoint Administrator certification is preferred but not required.

Help Desk Analyst III

<h3>Job Description</h3>
Job DescriptionWe are looking for an experienced Help Desk Analyst II to join our team in Atlanta, Georgia. In this role, you will be responsible for providing comprehensive technical support to ensure seamless hardware and software operations across our organization. This position requires a proactive individual with strong troubleshooting skills and a commitment to maintaining high levels of customer service. Responsibilities: • Oversee end-user hardware setup and maintenance, including desktops, laptops, and workstations, ensuring minimal downtime through timely troubleshooting and repairs. • Install, configure, and support software applications for both field and office users, leveraging extensive knowledge of application integration with company systems. • Administer network access by managing user password changes and ensuring secure connectivity. • Collaborate with project managers to facilitate remote jobsite mobilization, providing on-site troubleshooting when remote solutions are insufficient. • Evaluate and sanitize returned IT equipment, repairing and preparing it for future deployment when necessary. • Maintain organized IT lab and storage areas, ensuring all equipment and software installation media are properly inventoried. • Select and manage replacement components to ensure immediate availability for minimizing end-user downtime during hardware failures. • Provide training to end-users on new technologies and software applications to enhance their productivity and efficiency.• Bachelor’s degree in Computer Science, Information Technology, or a related field, along with at least two years of technical experience in a helpdesk environment. • Excellent written and verbal communication skills, with the ability to create clear documentation and effectively interact with staff. • Strong problem-solving abilities, including the capacity to collect data, analyze facts, and interpret technical instructions with various complexities. • Reliable transportation to support occasional visits to remote sites and warehouse locations. • Demonstrated ability to work both independently and collaboratively within a team setting. • Certifications such as CompTIA A+ or equivalent are preferred. • Proficiency in Active Directory, Microsoft Windows 10, and basic troubleshooting techniques. • Experience with service desk ticketing systems and customer service best practices.

Help Desk Analyst II

<h3>Job Description</h3>
Job DescriptionCompany Overview
Perry Ellis International, Inc. represents a diverse portfolio of lifestyle apparel brands. The Company, through its wholly owned subsidiaries owns and licenses nationally and with a brand portfolio of over 42 Brands domestically and internationally recognized brands including: Perry Ellis®, Original Penguin® by Munsingwear®, Laundry by Shelli Segal®, Rafaella®, Cubavera®, Ben Hogan®, Savane®, Grand Slam®, John Henry®, Manhattan®, Axist® and Farah®. The Company enhances its roster of brands by licensing trademarks from third parties, including: Nike® for swimwear, and Callaway®, PGA TOUR®, and Jack Nicklaus® for golf apparel.
Position Summary:
As the IT Helpdesk Analyst, you will be responsible for being the front line of our IT support, responsible for handling all incoming technical support requests. You will be tasked with logging, tracking, and resolving a wide range of hardware and software issues. Your ability to quickly and effectively troubleshoot problems, provide clear guidance to users, and escalate incidents as needed will be key to ensuring a smooth and efficient workflow for our entire team.
Key Responsibilities:
<ul>
<li>Incident Management: Answer calls to the Help Desk line and effectively log all vital information into our incident management software. You'll work to resolve issues on the first call whenever possible and accurately document all resolutions.</li>
<li>Technical Support: Provide first-level support via phone for issues including, but not limited to, new hire logins, password resets, troubleshooting error messages for a wide variety of business applications, and managing temporary account extensions.</li>
<li>Collaboration &amp; Escalation: Route calls and incidents to other support teams when necessary, ensuring roughly half of the calls are escalated to the appropriate parties. You'll also follow up on assigned tickets to ensure timely and appropriate resolution.</li>
<li>User Communication: Walk users through common technical tasks and notify the user community of any production outages.</li>
<li>Availability: Work the required schedule of 11 AM EST - 8 PM EST.</li>
</ul>
Qualifications:
<ul>
<li>Experience: 1-2 years of experience in a Help Desk or technical troubleshooting role is required. We are open to candidates who have some IT experience in a different capacity, including recent college graduates.</li>
<li>Language: Fluency in both English and Spanish is an absolute must.</li>
<li>Technical Skills: Experience troubleshooting hardware and software is highly preferred. Knowledge of Google Applications or similar software is a plus.</li>
<li>Certifications: A Microsoft Certified Desktop Support Technician (MCDST) or other additional IT certifications are a plus.</li>
<li>Customer Service: Prior experience in a customer service role is highly desirable.</li>
</ul>
Personal Attributes:
<ul>
<li>Problem-Solving: Strong analytical and problem-solving skills with a quick-learning ability.</li>
<li>Reliability: You must be responsible, reliable, and disciplined.</li>
<li>Adaptability: The ability to handle a fast-paced environment with a high level of attention to detail and be willing to work flexible hours.</li>
<li>Communication: Excellent written and oral communication skills are essential for this customer-facing role.</li>
<li>Organization: Strong organizational skills and the ability to prioritize and delegate tasks when appropriate.</li>
</ul>
Legal Disclaimer: 
Perry Ellis International is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. All qualified applicants will receive consideration for employment without regard to their individual background and characteristics. We are committed to providing a workplace free of any discrimination or harassment. This commitment extends to all aspects of employment, including hiring, promotion, transfer, compensation, and termination. By submitting your application, you acknowledge and agree to the company's commitment to equal employment opportunities.
We encourage you to read and understand our Privacy Policy here.

<h3>Job Description</h3>
Job Description
Help Desk Coordinator will assist customers with computer and application issues to determine the root cause of a problem and perform the necessary functions to resolve the problem. Excellent communication skills and computer knowledge is preferred. Position is Remote. Hours are Monday through Friday- 2 pm to 10 pm This position is fully remote with the exception of the first several weeks for training. Training is Monday - Friday 8:30 am - 4:30 pm. Note: 35 hour workweek. All training will be conducted on premises at 25 Market St. Trenton, NJ. 2-year college degree or equivalent technical study - preferred Training on the AOC procedures and system will be provided. Summary: The ideal Helpdesk Coordinator will have knowledge and experience supporting and troubleshooting various Microsoft applications. The analyst is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand. They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and have the ability to organize, prioritize, and meet established deadlines. The analyst will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures. Qualifications and Skills Desired: Microsoft Windows 10 Knowledge of Microsoft Windows Server, Active Directory, and Office 365 training on AOC mainframe systems will be provided. Experience using Microsoft Excel, Word and Visio Must have good clear communication skills Responsibilities: Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and applications. Maintain a working knowledge of Help Desk and IT Operations procedures. Log all incoming problems and requests and actions taken to resolve them. Provide first response help desk support to all customers and users. Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests. Provide support for AOC business applications. Provide follow-up status to end-users in accordance with specified support policies and procedures. Ensure closed problems are adequately documented.

SCCO Help Desk Analyst

<h3>Job Description</h3>
Job DescriptionDescription:
Job Title: Tier 1 Help Desk Analyst 
Location: On-site in Arlington, VA
Department: Program Support
Reports To: Management 
FLSA Status: Full Time/Non-exempt 
 
Apavo is at the forefront of cybersecurity, providing services to military, defense, and critical infrastructure industries. Joining the Apavo team means becoming part of a company rooted in the principles of quality and communication. We value positive, candid interactions and the belief that everyone has valuable contributions to make. Apavo stands out for its commitment to a work-life balance and fostering a growth mindset among all team members. If you are looking to make a meaningful impact in the cybersecurity world while growing professionally in a supportive environment, Apavo is the place for you.
 
Job Purpose:
The Tier 1 Help Desk Analyst is a critical first line of support, responsible for providing initial technical assistance and troubleshooting to end users on both unclassified and classified office information systems. This role serves as the first point of contact for users requiring assistance with IT-related issues, including account management, password services, hardware, software, and network connectivity. 
 
The Tier 1 Help Desk Analyst ensures timely resolution of issues to minimize the impact on business operations, while contributing to the overall reliability, security, and performance of the agency’s IT environment. This role also supports continuous process improvement by developing documentation and assisting in the maintenance of service level objectives (SLOs). The Tier 1 Help Desk Analyst collaborates closely with other IT teams to restore service, identify root causes, and recommend system enhancements that improve user experience and system performance. 
 
This role supports a long-term contract (currently in year 4 of 10) within the Department of Defense. 
 
Duties &amp; Responsibilities:
Tier 1 Help Desk Analyst responsibilities include, but are not limited to: 
<ul>
<li>Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems. </li>
<li>Provides support for implementation, troubleshooting, and maintenance of IT systems. </li>
<li>Provides first-level problem identification, diagnosis, and resolution of problems. </li>
<li>Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s). </li>
<li>Provides tier 1 support to end users for either PC, server, or mainframe applications or hardware. </li>
<li>Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. </li>
<li>Simulates or recreates user problems to resolve operating difficulties. </li>
<li>Recommends systems modifications to reduce user problems. </li>
<li>Provide local and remote Technical Support Services for end user support on the multiple networks within the agency. </li>
<li>Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement. </li>
<li>Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance contractual standards </li>
<li>Contribute to the change management process; represent the interests of the customer when assessing risk and impact. </li>
<li>May provide leadership to small teams or team members. </li>
<li>Other duties as assigned </li>
</ul>
The Tier 1 Help Desk Analyst is expected to have additional duties as assigned. Additional details are reviewed in accordance with company policies. 
 
Other:
This is typical office or administrative work, and there is no exposure to adverse environmental conditions. 
 
This position requires sedentary work. Sedentary work is defined as: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. 
 
Apavo Corporation provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regards to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.
 
Consistent with the Americans with Disabilities Act (ADA), it is the policy of Apavo Corporation to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Apavo Human Resources at <a href="mailto:hr@apavo.com" target="_blank">hr@apavo.com</a> or 571-407-0069
 
Employment with Apavo Corporation is on an at-will basis, meaning either you or the Company can terminate the employment relationship, at any time, for any or no reason, and with or without cause or notice. As an at-will employee, your employment with Apavo Corporation is not guaranteed for any length of time.
Requirements:
Qualifications
<ul>
<li>Associate’s degree from an accredited institution in cybersecurity, information assurance, computer science or a related technical discipline, or the equivalent work experience. Can be substituted with 2+ additional years of relevant experience. </li>
<li>Minimum 3 years relevant experience</li>
<li>DoD Top Secret Clearance with SCI/SAP eligibility is required.</li>
<li>Must have DoD 8570.01-M Information Assurance Technical (IAT) Level II</li>
<li>Understanding of applying basic security principles to the computing environment (CE). </li>
<li>Ability to troubleshoot hardware and software problems related to desktop computers, Print servers, scanners, printers, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.). </li>
<li>Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems. </li>
<li>Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs. </li>
<li>Ability to troubleshoot Microsoft products including, but not limited to, Windows, Office; including all aspects of Windows security and Microsoft desktop products. </li>
<li>Experience installing and supporting workstation hardware and software. </li>
<li>Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders. </li>
<li>Excellent written and verbal communication skills and excellent customer service skills are a must. </li>
</ul>

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