Help Desk Support Analyst – Tier 1

Herndon, VA

Top Secret Clearance Required

Talent Orchard is partnered with a Federal Systems Engineering Contractor in their search for a Help Desk Support Analyst with an active Top Secret Clearance to join an exciting program in Herndon, VA.  Our client specializes in modernizing information technology systems by re-engineering existing systems to harness the full power of emerging technologies and proven innovations to serve the business needs of their customers.

Role:

The ideal candidate will have excellent customer service skills experience and the ability to demonstrated outstanding verbal communications. This individual must show demonstrated ability to multi-task and function in a fast-paced environment and have hands-on experience with Active Directory or Active Role Services (ARS) administration for Tier 1 tasks and Remedy Ticket Tracking System.

Primary Responsibilities:

• Serve as a member of the Customer’s Help Desk; Flexible hours between 0600-1800, M-F, 40 hours
• Directly interact with client (government and contractors) to address primarily desktop issues within a Windows environment (Windows10, MS Office 2010/3013)
• Provide service desk operations (phone, email, self-service and walk-up) support
• Perform in a multi-task and function in a fast-paced environment
• Implement DoD mandated security configurations
• Install and maintain security patches on workstations and servers

Required Qualifications:

• BA/BS and/or combination of work experience
• 6-8 years of IT experience
• US Citizen with Active Top Secret Clearance
• Certification Required:  Security+
• Demonstrated experienced in Remedy Ticket Tracking System and Active Role Services (ARS)/Active Directory knowledge of account management
• Ability to receive and act on requests for service via multiple mediums (phone, email, walk-up, and self-service)
• Demonstrated ability to triage and/or perform Level 1 analysis for incidents
• Demonstrated conflict management skills
• Demonstrated excellent customer service skills
• Demonstrated excellent verbal and written communications
• Demonstrated phone skills
• Demonstrated ability to multi-task and function in a fast-paced environment
• Ability to work with little to no supervision (phone, email and walk-up)
• Demonstrated ability to analyze and present data in written and oral manner

Additional Preferred Qualifications:

• Windows 10 Configuration, MCP, MCDST, or MCTS certification
• Knowledge of folder redirection, roaming and static profile support
• Desktop computer support
• Portable computer support
• Mobile Device (e.g. Iphone) support

Talent Orchard LLC is an SBA (8A), Economically Disadvantaged Woman-Owned Small Business, and Woman Business Enterprise Certified firm that provides the following services to clients in the commercial and public service sectors:

•  Human Capital
•  Professional Services
•  Accounting/Audit Readiness
•  Network/Cyber Security & IT Infrastructure
• Software Development/Engineering

 
Established in 2010, Talent Orchard has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery.

To learn more about our other exciting opportunities, visit our Jobs Page at www.talentorchard.com.

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