Help Desk Analysyt

Hexagon US Federal is a proxy-governed subsidiary of Hexagon AB providing an ever expanding portfolio of Hexagon Technologies to U.S. Federal Government organizations, including defense and intelligence agencies to meet a variety of mission requirements. With our unique capabilities and experience we transform state-of-the-art commercial technology into mission-specific solutions for our customers, partnering with them to solve their most challenging problems.

Operating Locations: Chantilly, VA (HQ); Huntsville, AL; Lanham, MD, and other client sites across the US 

 

A day in the life of a Help Desk Analyst: The ideal candidate ensures that the Help Desk operates as a highly professional service that meets the needs of the customer. Follows procedures and process requests for assistance from users in a pleasant and professional manner. Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to procedures. Ensures log entries of user contacts provide information on faults and problems. Follows agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log. Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures. Task includes verification, support, and resolution of service tickets in the current IT ticket system related to IT customer support. Also includes end devices support such as cellular phones, tablets, iPhones and iPads as well as multi-functional devices. 

Are an individual that possess excellent communication skills, have the ability to logically and quickly break down problems to achieve resolution, are customer service oriented and able explain complex technical issues in a clear and understandable way to the customer, show patience in dealing with diƯicult customers and be a team player.

 

The ideal candidate will have recent and and significant experience of working in an Information and Communication Technology Help Desk.

Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance.

Security Clearance not required at the time of hire.

No expected travel.