IT Help Desk Analyst

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.

Key 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.
  

Required Qualifications

• 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.