DOW - Tier 1 Help Desk Analyst

cFocus Software Incorporated • Full-time • Remote (Alexandria, VA, US) • 4m ago

cFocus Software seeks a Tier 1 Help Desk Analyst to join our program supporting the Department of Defense (DoD). This position is remote. This position requires the ability a Public Trust clearance.
Qualifications:

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
2+ years of experience providing Tier 1 help desk or customer support for IT systems.
Experience supporting web-based applications and end users.
Strong customer service and communication skills.
Ability to troubleshoot basic technical and user access issues.
Experience using ticketing systems such as ServiceNow or similar tools.
Ability to follow standard operating procedures and escalation paths.
Ability to obtain and maintain a DoD CAC and required background investigation.

Duties:

Serve as the first point of contact for DSAID users via phone, email, and ticketing systems.
Log, track, and manage user incidents, requests, and inquiries using approved tools.
Provide basic troubleshooting for application, account, and access-related issues.
Support user account management activities including password resets and access requests.
Escalate unresolved issues to Tier 2 or Tier 3 support in accordance with procedures.
Communicate clearly with users regarding issue status and resolution timelines.
Ensure tickets are documented accurately and closed in compliance with SLAs.
Support testing and validation of fixes as needed.
Maintain knowledge base articles, FAQs, and user support documentation.
Ensure compliance with data privacy, cybersecurity, and records management requirements.
Support surge operations during releases or high-volume periods.
Participate in training and continuous process improvement activities.