Help Desk Support Analyst-Remote

Help Desk Support Analyst - REMOTE

Why you want to work at Flexion:

Were looking for a Help Desk Support Analyst to work on a five year project with a government client. Most of the work we do is on large-scale enterprise-wide systems (both commercial and government)this project in particular will support the design development and deployment of secure scalable applications for a Federal Government client.

At Flexion (an agile software company thats been delivering excellence for over 25 years) our company culture is built on autonomy trust and transparency. We empower teams to remain self-sufficient and self-directed by hiring people who can solve complex problems through collaborationthis means lending a hand and flexing your multi-skilled muscles (adjacent skills for role etc.) as needed. Every member of a cross-functional team is a leader who takes responsibility for the entire teams success mirroring the companys overall low-bureaucracy structure.

We believe that growth comes from working togetherand that includes supporting each other through thoughtful constructive feedback. Flexion team members are expected to help each other grow challenge ideas respectfully and integrate feedback as a normal part of the workday.

What the job looks like:

We are seeking a dedicated and customer-focused Help Desk Support Analyst to provide Tier 1 and Tier 2 technical support for a Federal Government program. The ideal candidate will possess a strong understanding of desktop support user account management and Federal IT security standards along with excellent communication and troubleshooting skills.

This role is critical to ensuring uninterrupted IT operations and compliance within a FISMA and CMMC Level 2-aligned environment. The Help Desk Analyst will respond to incidents service requests and change tickets while maintaining compliance with the agencys ITIL-based service management processes.

• Provide Tier 1 and Tier 2 support for end-users across Federal systems applications and networks.

• Respond to and resolve incidents via Zendesk Jira or similar ITSM ticketing systems within established SLAs.

• Support account provisioning password resets and access requests in accordance with RBAC and least-privilege principles.

• Troubleshoot and resolve issues related to Windows 10/11 Microsoft 365 VPN application and remote connectivity.

• Assist with configuration imaging and deployment of new workstations and mobile devices.

• Escalate complex technical issues to higher-tier support or system administrators as appropriate.

• Maintain accurate records of incidents resolutions and service requests.

• Perform routine checks to ensure systems are compliant with security patching antivirus and encryption requirements.

• Support onboarding and offboarding activities in coordination with HR and Security.

• Participate in continuous improvement initiatives for help desk processes and documentation.

Why we want to hire you:

You can deliver in small pieces as you go while still thinking about how they fit into the whole. You welcome change as a positive (instead of viewing it as rework) and never consider anything you deliver final. Although you understand that what you deliver may not be complete you never knowingly deliver something that is wrong or of poor quality. You actively contribute to a learning team culture offering and receiving feedback with curiosity and respect.

Required Qualifications

• Ability to obtain and maintain a Public Trust Clearance.

• Associates or Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).

• 2 years of hands-on experience providing technical support in a Help Desk or Service Desk environment.

• Proficiency with Windows OS Active Directory Microsoft 365EntraID and ticketing systems.

• Understanding of network fundamentals (TCP/IP DNS VPN Wi-Fi troubleshooting).

• Familiarity with ITIL principles and incident/change management best practices.

• Strong interpersonal written and verbal communication skills.

Preferred Qualifications

• Experience supporting Federal agencies

• Certifications such as CompTIA A Network Security ITIL v4 Foundation

• Experience with remote support tools

• Familiarity with FedRAMP CMMC or NIST 800-53 security compliance frameworks.

• Understanding of incident escalation procedures within a multi-tiered support model.

Soft Skills

• Exceptional customer service mindset and professionalism when interacting with end users.

• Ability to manage multiple priorities in a fast-paced mission-driven environment.

• Strong organizational and time management skills.

• Commitment to accuracy accountability and continuous learning.

At Flexion we live by these principles:

• Speak openly and honestly with your colleagues and clients about problems and proposed solutions

• Welcome and handle changing requirements and priorities with little or no warning

• Encourage simple and minimal solutions that keep options open

• Expect and vocally advocate for quality first

• Offer and welcome constructive feedback as a tool for continuous team and individual growth

• Learn new practices and techniques as the situation demands

• Ensure the teams develop demonstrable software every week or two

• Do what needs to be done to deliver the product or project without ego or attitude

• Dig deep to find the root causes of problems so we can create the right solutions

• Relentlessly improve yourself your team and your processes

• Embrace AI assistants (e.g. ChatGPT Notebook) as force multipliers to accelerate innovation iterate faster and maintain high-quality output.

The most efficient way to reach our recruiting team is to submit your resume through the URL provided. If you have questions or would like more information about this job posting or if youd like to know more about Flexion general please contact RECRUITER NAME at PHONE NUMBER.

The salary range for this role is $40 to $50/hr. At Flexion employees enjoy comprehensive health dental and vision coverage along with life and disability insurance flexible spending accounts and a 401(k) plan. Our people-first culture supports balance and growth with generous paid time off referral bonuses and a commitment to well-being and career success.

Equal Employment Opportunity Employer

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact us at for assistance.