Help Desk Analyst

Summary

Octave Federal is an independent subsidiary focused on delivering mission-critical software solutions to the US Federal government. They are seeking a Help Desk Analyst to ensure the Help Desk operates professionally, assisting users with their requests and maintaining proper logging of issues. The role involves supporting IT customer service requests and managing end devices.

Responsibilities

• Ensures that the Help Desk operates as a highly professional service that meets the needs of the customer
• Follows procedures and process requests for assistance from users in a pleasant and professional manner
• Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to procedures
• Ensures log entries of user contacts provide information on faults and problems
• Follows agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls
• Documents any findings on the call log
• Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures
• Task includes verification, support, and resolution of service tickets in the current IT ticket system related to IT customer support
• Also includes end devices support such as cellular phones, tablets, iPhones and iPads as well as multi-functional devices

Skills

• CompTIA Security+ Certification
• Ability to remain in a stationary position and operate a computer for extended periods
• Occasional ability to move or transport items up to 50 pounds
• Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety
• Manage multiple tasks, prioritize, and maintain focus in dynamic environments
• Demonstrate strong problem-solving, critical thinking, and analytical skills
• Maintain consistent attendance, punctuality, and high professional standards
• High School Diploma
• 2 or more years of experience in related IT technical field
• Ability to keep up with technical innovations and IT trends
• Exceptional interpersonal and communication skills
• Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance

Qualifications

Must Haves

• CompTIA Security+ Certification
• Ability to remain in a stationary position and operate a computer for extended periods
• Occasional ability to move or transport items up to 50 pounds
• Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety
• Manage multiple tasks, prioritize, and maintain focus in dynamic environments
• Demonstrate strong problem-solving, critical thinking, and analytical skills
• Maintain consistent attendance, punctuality, and high professional standards
• High School Diploma
• 2 or more years of experience in related IT technical field
• Ability to keep up with technical innovations and IT trends
• Exceptional interpersonal and communication skills
• Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance

Benefits

• Competitive health care plans with savings accounts
• Dental and vision plans
• 401k with 100% company match up to 6%, with immediate vesting on company match
• Life and disability insurance
• Learning Management System with robust offerings
• Tuition Reimbursement Program
• Flexible working arrangements where possible
• 13 paid holidays per year
• Veterans’ focused Employee Resources Group with regular educational sessions and communications