DOW Tier 1 Help Desk Analyst

Alexandria, VA - USA

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

cFocus Software seeks a Tier 1 Help Desk Analyst to join our program supporting the Department of Defense (DoD). This position is remote. This position requires the ability a Public Trust clearance.
Qualifications:

Associates or Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience).
2 years of experience providing Tier 1 help desk or customer support for IT systems.
Experience supporting web-based applications and end users.
Strong customer service and communication skills.
Ability to troubleshoot basic technical and user access issues.
Experience using ticketing systems such as ServiceNow or similar tools.
Ability to follow standard operating procedures and escalation paths.
Ability to obtain and maintain a DoD CAC and required background investigation.

Duties:

Serve as the first point of contact for DSAID users via phone email and ticketing systems.
Log track and manage user incidents requests and inquiries using approved tools.
Provide basic troubleshooting for application account and access-related issues.
Support user account management activities including password resets and access requests.
Escalate unresolved issues to Tier 2 or Tier 3 support in accordance with procedures.
Communicate clearly with users regarding issue status and resolution timelines.
Ensure tickets are documented accurately and closed in compliance with SLAs.
Support testing and validation of fixes as needed.
Maintain knowledge base articles FAQs and user support documentation.
Ensure compliance with data privacy cybersecurity and records management requirements.
Support surge operations during releases or high-volume periods.
Participate in training and continuous process improvement activities.