Help Desk Analyst

Title: Help Desk AnalystQualifications, skills, and all relevant experience needed for this role can be found in the full description below. Duration: Full Time Permanent This task involves providing NS3 Tier I and Tier II help desk support, assisting with incident resolution, service requests, and IT problem management, using ITIL-based incident management and request fulfillment processes. Help Desk personnel will also support the management of procurement, fielding, and sustainment of Crypto/Keying material and devices, as well as handle Government Furnished Equipment (GFE) tracking and inventory. Key Responsibilities: Provide support for a wide range of IT issues, including desktop computing, printers, copiers, and telephones. Respond to requests for technical support via phone, email, and other communication channels; diagnose and resolve problems in a timely manner. Document, track, and monitor incidents or service requests to ensure effective resolution. Manage Tier I & II service calls, with a focus on queue management and adherence to service level agreements. Administer the day-to-day help desk operations, ensuring rapid response to service requests and consistent service performance. Monitor and report on service metrics, providing daily, weekly, and monthly reports. Act as an escalation point for all service requests and incidents. Assist in the development and refinement of escalation processes to ensure seamless communication and issue resolution. Perform installation and support of hardware and peripheral devices (e.g., monitors, printers, and disk drives). Maintain and track hardware inventory, providing quarterly reporting and support for refresh cycles. Ensure that all users have the necessary security clearance before granting access to classified networks and systems. SCIF/Collateral Security Management: Manage day-to-day scheduling and operations of NS3's Sensitive Compartmented Information Facilities (SCIFs) and/or Collateral spaces. Control personnel entry and exit, ensuring compliance with physical security protocols. Implement personnel security measures, ensuring all visitors and staff have proper clearances. Oversee the scheduling, access control, and monitoring of SCIF spaces from 7:00 am to 5:00 pm, Monday through Friday. Monitor security and compliance, and report incidents involving the mishandling of classified information. COMSEC Support: Serve as a COMSEC co-custodian, assisting with the management, storage, and destruction of cryptographic material. Perform physical inventories and assist with COMSEC audits. Coordinate with the COMSEC Manager on keying, operation, and security of crypto equipment. Additional Responsibilities: Assist in the setup and management of video teleconferences for NS3 customers. Provide operational support related to NS3's IT infrastructure and service delivery. Perform asset inventory and equipment tracking in accordance with NS3 policies. Maintain an active CAC Trusted Agent account and assist with COMSEC-related responsibilities. Security and Clearance: Required: Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access. Must possess one of the following DoD-level certifications: Cisco Certified Network Associate Security (CCNA), CompTIA Security+ (CE), CompTIA Network+, or System Security Certified Practitioner (SSCP). Experience and Education Requirements: Minimum of three (3) years of related experience, OR Associate's degree (or equivalent) plus one (1) year of experience. Work Schedule: Help Desk personnel will provide support during core hours (9:00 am 3:00 pm), Monday through Friday, 7:00 am 5:00 pm, excluding Federal Holidays. Deliverables: Reports and documentation as required for the task, following templates agreed upon with the government team lead.

Created: 2025-03-06