Help Desk Analyst

ABOUT US:

Soliel is an innovative, premium engineering company specializing in providing Enterprise Architecture, Network Design, Engineering, and Operations Support, Software Design and Development, Data Center Design, Deployment and Migration, and Systems Engineering services for both public and private sectors.Our Federal systems integration team manages the complexity inherent with technology change, from requirements planning to architecture, testing to deployment, and beyond. We also offer a complete range of industry-leading services, including architecture, systems development, information assurance, solution and platform integration, and program management, functional, and testing services. Over the years, Soliel's team of technical experts has consistently delivered outstanding innovative solutions and services that meet or exceed customer expectations and satisfaction.

LOCATION: Fort Meade, MDSTART DATE: ImmediateCLEARANCE: SecretJOB DESCRIPTION:

We are seeking a Help Desk Analyst to join our team supporting a key DoD customer on-site at Fort Meade, MD. In this role, you will act as a primary point of contact for technical support, resolving IT issues submitted via ticketing systems and email to ensure seamless daily operations for government personnel.

KEY RESPONSIBILITIES:

• Field incoming help requests from end users via both ServiceNow tickets and e-mail in a courteous manner.
• Coordinate with multiple support teams and vendors for escalations and ensure work stoppages are minimized while accurately documenting problems.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Understand and comply with all contractual SLAs, policies, and procedures.
• Document and create reports tracking user and system metrics.

REQUIRED SKILLS:

• Active SECRET clearance.
• 2+ years of relevant experience in an incident management and/or customer service role.
• CompTIA Security+ Certification or another DoD 8570 IAT II Certification.
• DISA or DoD experience is highly preferred.
• Analytical skills used to troubleshoot mobile devices, application, and certificate-related issues.
• Ability to break down technological processes and deliver clear, step-by-step instructions.
• Good written and oral communication skills.
• Strong problem-solving skills and ability to identify root cause.
• Ability to conduct research into a wide range of application issues as required.

Preferred Skills: