Helpdesk Analyst

Summary

Join Hexagon US Federal as a Help Desk professional, providing exceptional IT support to our customers. You will ensure smooth Help Desk operations, resolving service tickets, and supporting end devices. The ideal candidate possesses excellent communication skills, problem-solving abilities, and a customer-service oriented approach. This position requires a Secret-level government security clearance and US citizenship. We offer competitive benefits, including health care, retirement plans, paid time off, 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
• 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
• 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
• Veterans’ focused Employee Resources Group with regular educational sessions and communications
• Leadership Development Program with multiple learning options