IT Help Desk Analyst

Job Description

A respected defense industry organization is conducting a confidential search for a IT Help Desk Analyst to provide first-line technical support in a fast-paced, high-volume environment. This role offers hybrid flexibility and the opportunity to work with enterprise-level systems supporting defense-related clients.

Key Responsibilities

• Serve as the first point of contact for users via phone, handling a high volume of inbound support calls.
• Provide initial troubleshooting for hardware, software, network, and account-related issues.
• Log, track, and update tickets in the IT service management (ITSM) system with accurate documentation.
• Escalate complex or unresolved issues to Level 2 / 3 support teams following established procedures.
• Assist users with password resets, account access, and basic application support.
• Deliver exceptional customer service by explaining technical information clearly and professionally.
• Follow standard operating procedures and contribute to internal knowledge base updates.

Required Qualifications