[Hiring] Help Desk Analyst (Tier I) – Journeyman @Total Force Alliance

Role Description

The Help Desk Analyst (Tier I) – Journeyman provides first-level technical support for users across a 24/7/365 enterprise environment, supporting mission-critical systems, applications, and platforms. This role is responsible for handling incoming service requests, resolving routine technical issues, and ensuring timely escalation of more complex problems. The analyst works closely with Tier II/III support teams, cybersecurity personnel, system administrators, and application teams to ensure reliable system performance and a high level of customer satisfaction.

• Provide Tier I help desk support for end users via phone, email, ticketing system, and other communication channels.
• Receive, log, categorize, and track incidents and service requests using the designated IT service management (ITSM) tool.
• Troubleshoot and resolve routine technical issues related to user accounts, access, passwords, email, hardware, software, and network connectivity.
• Escalate complex or unresolved issues to Tier II or Tier III support teams in accordance with established procedures and service level agreements (SLAs).
• Monitor system alerts and notifications, ensuring timely response and proper routing of incidents.
• Provide support for account provisioning, access control, and user onboarding/offboarding activities in coordination with security policies.
• Document incidents, resolutions, and troubleshooting steps in the knowledge base to support continuous improvement and knowledge sharing.
• Assist users with navigating systems, applications, and platforms, providing clear and effective communication to resolve issues.
• Support remote troubleshooting and system access using approved tools and secure access methods.
• Follow established cybersecurity, data protection, and acceptable use policies when handling user requests and sensitive information.
• Contribute to daily, weekly, and monthly reporting requirements, including ticket metrics and service performance data.
• Maintain a high level of professionalism and customer service while supporting a diverse user base.
• Supports a 24/7/365 operational environment through structured shift schedules, with work hours planned in advance and rotation across evenings and weekends as needed.

Qualifications

• BS/BA degree and 3–5 years of relevant help desk or IT support experience (additional experience may be substituted in lieu of degree).

Requirements

• Mandatory: DoD 8140/8570 IAT Level II certification (e.g., Security+ CE or equivalent). Personnel must maintain certification in accordance with DoD 8140/DCWF requirements.
• Preferred: ITIL Foundation, CompTIA A+, Network+, or other relevant technical support certifications.
• Must hold or be able to obtain and maintain a favorably adjudicated Tier 3 investigation.
• Specific Tools: ITSM/ticketing systems (e.g., ServiceNow), Windows and/or Linux environments, Active Directory, remote support tools, Microsoft Office 365, and basic networking tools.