IT Help Desk Analyst

A respected defense industry organization is conducting a confidential search<\/b> for a IT Help Desk Analyst<\/b> 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.
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Key Responsibilities
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• Serve as the first point of contact for users via phone, handling a high volume of inbound support calls.
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• Provide initial troubleshooting for hardware, software, network, and account -related issues.
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• Log, track, and update tickets in the IT service management (ITSM) system with accurate documentation.
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• Escalate complex or unresolved issues to Level 2/3 support teams following established procedures.
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• Assist users with password resets, account access, and basic application support.
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• Deliver exceptional customer service by explaining technical information clearly and professionally.
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• Follow standard operating procedures and contribute to internal knowledge base updates.
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  Required Qualifications
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  • Previous IT support experience (internship, help desk, or technical support role).
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  • VantageClear Certification (or equivalent U.S. defense -industry compliance credential) required.
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  • Strong verbal communication skills with the ability to manage a fast -paced call queue.
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  • Basic knowledge of Windows operating systems, Microsoft Office applications, and common enterprise software.
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  • Familiarity with ticketing systems and remote support tools.
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  • Ability to prioritize tasks, remain composed under pressure, and deliver excellent customer service.
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