Help Desk Analyst (multiple roles)

Job Requirements Arlington, VA Secret Polygraph not specified Career Level not specified $60,000 - $90,000 Job Description Help Desk Specialist (Tier I / Lead)

PLEASE NOTE THIS ROLE WILL START IN ARLINGTON, VA AND SHIFT TO FORT BELVOIR AFTER AN UNDETERMINED PERIOD OF TIME

Overview We are seeking Help Desk professionals at both entry-level and lead levels to support a mission-focused IT environment. These roles are responsible for delivering front-line technical support to end users while ensuring efficient service delivery across desktop systems, enterprise applications, and hardware. Candidates may be aligned to either hands-on user support or team leadership responsibilities, depending on experience level. Key Responsibilities Provide phone and in-person technical support to users across enterprise systems Support end users with email platforms, directory services, and Windows desktop applications Troubleshoot and resolve hardware, software, and peripheral issues (PCs, printers, etc.) Serve as the first point of contact for incident intake, triage, and resolution Document issues, solutions, and processes within ticketing systems and knowledge bases For more senior/lead-level candidates: Provide daily oversight and direction to help desk personnel and support operations Manage ticket queues, escalations, and overall service delivery performance Coordinate resolution of complex issues across technical teams and stakeholders Drive improvements in support workflows, processes, and team efficiency Mentor junior staff and ensure adherence to service level expectations Basic Qualifications 2-5+ years of experience in help desk or IT support environments (level dependent) Strong knowledge of Windows desktop environments and troubleshooting Experience supporting email systems, account access, and directory services Ability to diagnose and resolve hardware and software issues Strong communication and customer service skills

Certifications:

Entry-level:

CompTIA A+ or equivalent

Lead-level:

Security+ or other relevant certifications preferred Preferred Qualifications Experience supporting federal or defense-related IT environments Familiarity with help desk ticketing systems and service management tools Experience working within structured service delivery environments (SLAs, metrics) Prior team lead or supervisory experience (for senior-level candidates) Active Secret clearance or higher strongly preferred Work Environment 100% on-site support environment High-volume, fast-paced support setting Combination of end-user interaction and technical troubleshooting group id: kforcecx Log in to view the job poster Apply now