Helpdesk Analyst

Summary

Join Hexagon US Federal as a Helpdesk Analyst and provide exceptional IT support to our customers. You will ensure smooth Help Desk operations, resolving service tickets and addressing user requests efficiently and professionally. This role requires strong communication and problem-solving skills, along with experience in an IT Help Desk environment. A CompTIA Security+ Certification and a Bachelor's degree in a related IT field with 2+ years of experience or equivalent are required. A Secret-level security clearance is also mandatory. In return, we offer competitive benefits, including health care plans, 401k matching, life and disability insurance, flexible work arrangements, paid holidays, and professional development opportunities.

Requirements

• Possess excellent communication skills
• Have the ability to logically and quickly break down problems to achieve resolution
• Be customer service oriented and be able to explain complex technical issues in a clear and understandable way to the customer
• Show patience in dealing with difficult customers
• Be a team player
• Have recent and significant experience of working in an Information and Communication Technology Help Desk
• 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
• This position requires a government security clearance at a Secret Level, you must be a US Citizen and reside on Oahu for consideration

Responsibilities

• Ensure that the Help Desk operates as a highly professional service that meets the needs of the customer
• Follow procedures and process requests for assistance from users in a pleasant and professional manner
• Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner and according to procedures
• Ensure log entries of user contacts provide information on faults and problems
• Follow agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls
• Document any findings on the call log
• Establish and maintain change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures
• Verify, support, and resolve service tickets in the current IT ticket system related to IT customer support
• Provide 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
• Thrive Wellness Program
• DE&I and Veterans’ focused Employee Resources Groups with regular educational sessions and communications
• Leadership Development Program with multiple learning options