IT Help Desk Analyst

About the position A respected defense industry organization is conducting a confidential search for a IT Help Desk Analyst to provide first -line technical support in a fast -paced, high -volume environment. This role offers hybrid flexibility and the opportunity to work with enterprise -level systems supporting defense -related clients. Responsibilities • Serve as the first point of contact for users via phone, handling a high volume of inbound support calls. • Provide initial troubleshooting for hardware, software, network, and account -related issues. • Log, track, and update tickets in the IT service management (ITSM) system with accurate documentation. • Escalate complex or unresolved issues to Level 2/3 support teams following established procedures. • Assist users with password resets, account access, and basic application support. • Deliver exceptional customer service by explaining technical information clearly and professionally. • Follow standard operating procedures and contribute to internal knowledge base updates. Requirements • Previous IT support experience (internship, help desk, or technical support role). • VantageClear Certification (or equivalent U.S. defense -industry compliance credential) required. • Strong verbal communication skills with the ability to manage a fast -paced call queue. • Basic knowledge of Windows operating systems, Microsoft Office applications, and common enterprise software. • Familiarity with ticketing systems and remote support tools. • Ability to prioritize tasks, remain composed under pressure, and deliver excellent customer service.