Tier 1 Help Desk Analyst

Description

Job Title : Tier 1 Help Desk Analyst

Location : On-site in Arlington, VA

Department : Program Support

Reports To : Management

FLSA Status : Full Time / Non-exempt

Apavo is at the forefront of cybersecurity, providing services to military, defense, and critical infrastructure industries. Joining the Apavo team means becoming part of a company rooted in the principles of quality and communication. We value positive, candid interactions and the belief that everyone has valuable contributions to make. Apavo stands out for its commitment to a work-life balance and fostering a growth mindset among all team members. If you are looking to make a meaningful impact in the cybersecurity world while growing professionally in a supportive environment, Apavo is the place for you.

Job Purpose

The Tier 1 Help Desk Analyst is a critical first line of support, responsible for providing initial technical assistance and troubleshooting to end users on both unclassified and classified office information systems. This role serves as the first point of contact for users requiring assistance with IT-related issues, including account management, password services, hardware, software, and network connectivity. The Tier 1 Help Desk Analyst ensures timely resolution of issues to minimize the impact on business operations, while contributing to the overall reliability, security, and performance of the agencys IT environment. This role also supports continuous process improvement by developing documentation and assisting in the maintenance of service level objectives (SLOs). The Tier 1 Help Desk Analyst collaborates closely with other IT teams to restore service, identify root causes, and recommend system enhancements that improve user experience and system performance. This role supports a long-term contract (currently in year 4 of 10) within the Department of Defense.

Duties & Responsibilities

• Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics / troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems.
• Provide support for implementation, troubleshooting, and maintenance of IT systems.
• First-level problem identification, diagnosis, and resolution of problems.
• Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organizations end user(s).
• Provide tier 1 support to end users for PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and / or applications development to restore service and / or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.
• Provide local and remote Technical Support Services for end user support on the multiple networks within the agency.
• Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
• Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance contractual standards.
• Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
• May provide leadership to small teams or team members.
• Other duties as assigned.

Requirements & Qualifications

Equal Employment Opportunity

Apavo Corporation provides equal employment opportunities to all applicants and strictly prohibits any type of harassment or discrimination in regards to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and / or local laws.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Apavo Corporation to provide reasonable accommodation when requested by a qualified applicant or employee with a disability.

Employment with Apavo Corporation is on an at-will basis, meaning either you or the Company can terminate the employment relationship, at any time, for any or no reason.

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