A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Dine Source is seeking a Tier I Help Desk Analyst to support an Air Force program. We are seeking a motivated professional to join our team. As a member of our team, you'll provide support to our internal and external customers. •This position is contingent upon contract award.•
Responsibilities:
Ticketing System Management:
Utilize Government-provided help desk ticketing software (ServiceNow) to log, monitor, and resolve trouble tickets. Ensure all tickets are thoroughly documented, including troubleshooting methods, root cause analysis, and resolution.
Knowledge Management:
Develop and maintain a Knowledgebase repository for consistent and accurate information dissemination to users.
Incident Management:
Ensure incident ownership throughout the lifecycle of incidents and requests, implementing escalation procedures as necessary. Respond to escalation tickets from various sources, taking prompt action towards resolution.
User Support and Assistance:
Provide end-user support for hardware, software, and peripherals. Other duties as assigned.
Qualifications:
IAT Level II certified (Security+, GSEC, etc.). Currently possess and maintain Public Trust clearance. Proven experience in help desk support and IT service management. Technical knowledge of desktop and laptop hardware, software, and peripherals. Familiarity with help desk ticketing systems, particularly ServiceNow. Excellent communication skills, with the ability to explain technical concepts to non-technical users. About Us Diné Development Corporation (DDC) is a Navajo Nation owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and communities we serve. Benefits Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement. EEO Statement This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify.
