Help Desk Analyst I

Summary

Join Hexagon US Federal as a Help Desk Analyst and ensure the Help Desk operates as a highly professional service meeting customer needs. You will follow procedures, process requests for assistance, log and respond to requests timely, and document findings. Responsibilities include resolving service tickets, supporting end devices, and maintaining change control procedures. The ideal candidate possesses excellent communication skills, problem-solving abilities, and a customer service orientation. This position requires a CompTIA Security+ Certification, a Bachelor's degree in a related IT field with 2+ years of experience, or an equivalent, and a Secret security clearance. Hexagon US Federal offers competitive benefits, including health care plans, 401k matching, life and disability insurance, and flexible work arrangements.

Requirements

• CompTIA Security+ Certification
• Bachelors Degree in a related IT technical field with 2 or more years of relative experience or equivalent
• Ability to keep up with technical innovations and IT trends
• Exceptional interpersonal and communication skills
• Required Level of Security Clearance: Secret

Responsibilities

• Ensure that the Help Desk operates as a highly professional service that meets the needs of the customer
• Follows procedures and process requests for assistance from users in a pleasant and professional manner
• Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to procedures
• Ensures log entries of user contacts provide information on faults and problems
• Follows agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls
• Documents any findings on the call log
• Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures
• Task includes verification, support, and resolution of service tickets in the current IT ticket system related to IT customer support
• Also includes end devices support such as cellular phones, tablets, iPhones and iPads as well as multi-functional devices

Benefits

• Competitive health care plans with savings accounts
• Dental and vision plans
• 401k with 100% company match up to 6%, with immediate vesting on company match
• Life and disability insurance
• Learning Management System with robust offerings
• Tuition Reimbursement Program
• Flexible hybrid and remote working arrangements where possible
• 13 paid holidays per year