Help Desk Analyst Level 1

Position Overview

Argo Cyber Systems is seeking a Customer Technical Support Specialist to provide Tier I and Tier II help desk support across enterprise DoD and Federal IT environments. The ideal candidate will have strong experience resolving user incidents, managing service requests through Remedy or ServiceNow , and delivering exceptional customer service to ensure mission continuity. This position supports the full lifecycle of IT service management - from issue identification and tracking to problem resolution and escalation - in accordance with DoD and IAT II security requirements.

Note : This position is contingent upon contract award and availability of funding. Employment is not guaranteed until the contract is officially awarded to Argo Cyber Systems, LLC . Selected candidates may be contacted for preliminary screening and credential verification prior to award notification.

Key Responsibilities

• Serve as the first point of contact for end users seeking technical assistance via phone, chat, or email.
• Utilize enterprise help desk tools (BMC Remedy, ServiceNow) to log, triage, and resolve service tickets.
• Diagnose and resolve issues related to hardware, software, network access, and user accounts.
• Provide remote and desk-side troubleshooting for desktops, laptops, printers, and peripheral devices.
• Escalate unresolved or complex incidents to higher-tier technicians while maintaining full ownership of user communication and status updates.
• Ensure timely and accurate documentation of all service requests and resolutions in accordance with SLA requirements.
• Support Active Directory , user provisioning, and access control activities consistent with IAT II standards.
• Participate in system patching, configuration, and maintenance activities as directed.
• Deliver exceptional customer service and communicate technical information clearly to both technical and non-technical users.
• Comply with DoD 8570.01-M IAT Level II cybersecurity requirements and organization-specific security controls.

Required Qualifications

Help Desk ticketing tools : BMC Remedy, ServiceNow, or equivalent platforms.

Preferred Qualifications

About Argo Cyber Systems

Argo Cyber Systems, LLC is a Service-Disabled Veteran-Owned Small Business (SDVOSB) providing mission-critical IT and cybersecurity solutions to federal and defense clients. We specialize in secure systems engineering, SOC operations, and enterprise IT service delivery that strengthen the nation's cyber defense posture.

Argo Cyber Systems is an equal opportunity employer!

We are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by law.

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