Help Desk Support Analyst

Help Desk Support Analyst

Location: Hill AFB, UT

Clearance Requirement: ***This position requires an Active Secret Clearance***

Employment Class: Full Time Regular

FLSA Classification: Exempt - Salaried

Position Summary:

Command Cyber Solutions (a federal government contractor) is seeking a qualified Help Desk Support Analystto support HILL COMPONENT ENTERPRISE DATA CENTER (CEDC) IT OPERATIONS AND MAINTENANCE SERVICES located at Hill Air Force Base, Utah (HAFB). This program aims to modernize legacy USAF network infrastructure and migrate services into a new AWS Cloud Environment.

Essential Duties & Responsibilities:

* Support a Help Desk for the Hill CEDC and its customer programs.
* The Help Desk shall triage incident and work order tickets for classification and priority, perform AIS updates where required, and be the central point of contact for customers seeking status updates or scheduling information
* Incident Management and Troubleshooting and utilize Jira, BMC Remedy, or equivalent tools to log, track, prioritize, and resolve incidents and service requests.
* Diagnose hardware, software, and network-related issues, escalating complex cases to higher-level support or specialized teams.
* Ensure timely resolution of tickets within defined Service Level Agreements (SLAs), specifically at it pertains to Incident management
* Monitor IT infrastructure and system performance using SolarWinds or similar monitoring tools.
* Perform basic troubleshooting and coordinate with the appropriate teams to resolve issues quickly.
* Collaborate with cross-functional teams to address system-wide issues or service disruptions.

Education & Experience Requirements

* Bachelor's degree in Business or IT related field or equivalent professional experience
* Two (2)+ years' of relevant experience

Certification Requirements (one of the following):

* CompTIA A+
* CompTIA Security+
* Atlassian JIRA Certifications or BMC Certified Associate

Security Clearance Requirements:

* Active Secret Clearance

Knowledge, Skills & Abilities Requirements:

* Respond to tech inquiries via email, through online chats, over the phone, or in person.
* Inform customers about IT products and services.
* Walk customers step-by-step through the problem-solving process.
* Help with troubleshooting hardware and software.
* Strong technical writing skills.
* Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
* Demonstrated written and verbal communication skills.
* Proficiency with Windows base applications (Word, Excel, and PowerPoint).

Working Conditions/Working Environment/Physical Demands

* Basic office work environment at government facility location.
* Hours of operation are M-F between 0600-1800; work will be performed during core business hours.
* Occasionally, project requirements may require temporary adjustment of work hours/days.
* Duties are subject to change based on the needs of the customer.

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Command Cyber Solutions is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.