Help Desk/Desktop Support Analyst

Responsibilities:

• Provide day-to-day assistance to users by diagnosing and resolving desktop, laptop, operating system, and common application issues.

• Manage incoming service requests through the ticketing system, prioritize tasks appropriately, and maintain accurate case updates through resolution.

• Support Windows-based environments by troubleshooting performance problems, login issues, and general workstation functionality.

• Assist with account access and directory-related tasks, including user support connected to Active Directory environments.

• Deliver technical guidance on Microsoft Office applications, including routine support for Excel and other core productivity tools.

• Escalate complex incidents when needed and work with internal teams to ensure timely restoration of service.

• Document troubleshooting steps, solutions, and recurring issues to improve service consistency and knowledge sharing.

• Contribute to a reliable end-user support experience by communicating clearly, setting expectations, and following established service procedures.

Requirements

• Bachelor’s degree required.
• Must have resided within the organization’s required geographic eligibility area for the past three years.
• Ability to work from a private, quiet home office environment when remote support is needed.
• Must be capable of obtaining a Public Trust clearance based on applicable background investigation standards.
• Prior federal security clearance experience or an active clearance process with a government agency is a plus.
• Hands-on experience supporting Microsoft Office applications, with strong working knowledge of Excel.
• Familiarity with Active Directory, Windows 10, general Microsoft Windows support, basic troubleshooting, and service desk ticket management.
• Must be comfortable with compensation at $23 per hour, approximately $47,840 annually.