Help Desk Analyst (Tier 1)

As the Help Desk Analyst I, you will provide Tier 1 service desk support and operational/compliance support as part of a data analytics/business intelligence team supporting DHS HQ. This role will focus on resolving common user issues, answering how-to questions, and ensuring requests are properly documented and routed.

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This is an entry-level role suited for someone eager to learn, comfortable working with clients, and interested in data and IT. 

This role will include the following responsibilities:

• Serve as the initial point of contact for technical support via phone, email, or ticketing system.
• Log, manage, and resolve incidents and service requests in ServiceNow, escalating as appropriate.
• Adhere to ITIL-based service management processes and contribute to accurate recordkeeping and knowledge base updates.
• Document issues, resolutions, and user requests. 
• Identify recurring issues and escalate patterns to appropriate senior support staff.
• Support knowledge base documentation.

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Required Skills

• US Citizenship required - Ability to obtain a DHS Public Trust Security Clearance
• Bachelor's Degree (preferably in IT) or equivalent combination of education and experience
• 1+ years of IT support or service desk experience in a professional or enterprise environment.
• Basic understanding of IT concepts (troubleshooting basics, permissions).
• Familiarity with remote support tools (e.g., Teams Remote, Quick Assist, or equivalent).
• Previous experience with a ticketing system such as ServiceNow (or equivalent).
• Excellent interpersonal and customer service skills with a professional demeanor.
• Sound troubleshooting approach and problem-solving skills.
• Strong written and verbal communication skills, especially in conveying technical information to non-technical users.
• Ability to follow standard operating procedures and complete documentation thoroughly.
• Demonstrated ability to prioritize tasks and manage multiple service requests simultaneously.

Desired Skills

• Prior experience supporting federal agencies or working in a government contracting role. 
• Familiarity with change management/change management procedures.