Help Desk Analyst- Top Secret Clearance Required

As a trusted federal contractor, IMG delivers mission-focused solutions that support government customers and the people who serve them. We are currently hiring a Help Desk Analyst who will handle IT customer service and incident resolution.  They will also address root causes of technical incidents which may require specialized entities to resolve and remain familiar with and the ability to support older technologies.

Candidates must have an active Top Secret or Q clearance to qualify.

Key Responsibilities

Call Center

• Triage tickets via two (2) communication channels: telephone, web, and walk-ins. Current Help Desk provides phone support and support through tickets submitted by personnel via the web
• Maintain ticketing system knowledgebase through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles

Account Management

• Resolve account lockouts / Two-factor authentication (2FA) blocks
• Manage account creations, enablement, disablement, and terminations
• Issue new passwords, temporary passwords, new 2FA credentials
• Manage need-to-know (permissions) for accounts

Hardware

• Troubleshoot and resolve basic hardware issues for hardware peripherals
• Troubleshoot and diagnose hardware issues for escalation to desktop support to
• perform repairs
• Create work orders for desktop support to move, add, or change computers and/or peripherals

Software

• Troubleshoot and resolve basic software issues for both commercial-the-shelf
• (COTS) software products, as well as in-house developed applications
• Assist in obtaining new software licenses for customers

Miscellaneous

• Troubleshoot and resolve basic web or SharePoint issues
• Assist with issues regarding shared folders or groups

Call Center

• Triage tickets via two (2) communication channels: telephone, web, and walk-ins. FMP’s current Help Desk provides phone support and support through tickets submitted by personnel via the web
• Maintain ticketing system knowledgebase through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles

Account Management

• Resolve account lockouts / Two-factor authentication (2FA) blocks
• Manage account creations, enablement, disablement, and terminations
• Issue new passwords, temporary passwords, new 2FA credentials
• Manage need-to-know (permissions) for accounts

Hardware

• Troubleshoot and resolve basic hardware issues for hardware peripherals
• Troubleshoot and diagnose hardware issues for escalation to desktop support to
• perform repairs
• Create work orders for desktop support to move, add, or change computers and/or peripherals

Software

• Troubleshoot and resolve basic software issues for both commercial-the-shelf
• (COTS) software products, as well as in-house developed applications
• Assist in obtaining new software licenses for customers

Miscellaneous

• Troubleshoot and resolve basic web or SharePoint issues
• Assist with issues regarding shared folders or groups
• Troubleshoot and resolve basic computer support or software questions
• Provide training for basic computing questions or tasks

• High school diploma
• IT help desk/call center experience, minimum required years can vary depending on highest degree level:
  • High school diploma + 7 years
  • Associate's Degree + 5 years
  • Bachelor's Degree + 1 year
• Basic understanding of MS Office software suite
• Basic understanding of computer equipment and core client system software
• Strong customer service skills
• Experience presenting technical solutions and concepts through verbal and written communications in a clear and concise manner
• Active Q or Top Secret security clearance

Preferred Qualifications:

• A+, Sec+, HDI certification or similar certification with supervisor approval
• Excellent customer support experience and soft skills to ensure end-user satisfaction 
• Ability to multi-task and prioritize requirements and end user requests as required 
• Triage and basic troubleshooting/resolution. 
• Ability to collaborate with other helpdesk analysts  
• Ability to demonstrate proven success with adaptability – willingness to evolve with technology while ensuring data accuracy standards 

Hourly rate: $25-36

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 35 years.

IMG Benefits:

• Health, dental, vision, and life insurance
• Short term and long term disability insurance
• 401(k) with generous company match
• Health Savings Accounts (HSA)
• Personal leave plus paid federal holidays
• Professional development and training assistance

IMG is an equal opportunity employer including disability and protected veterans or other characteristics protected by law.