Tier 1 Help Desk Analyst

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IBR Career Opportunities >> Tier 1 Help Desk Analyst

Summary

Title: Tier 1 Help Desk Analyst ID: 1752 Security Clearance Requirement: Public Trust Location: Alexandria, VA Employment Type: Full Time Description

At Imagine Believe Realize, LLC we are driven by innovation, transformation and a relentless pursuit of excellence. As an industry leader delivering impactful results, we thrive on solving complex technical challenges and developing cutting-edge solutions that empower our customers and advance critical missions.

IBR is a fast-growing company fueled by passion, curiosity, and innovative thinking - where every team member has the opportunity to continuously learn, unlock their full potential, and redefine what is possible in engineering and technology. If you are inspired by innovation, eager to make a difference, and ready to bring your creativity and expertise to a mission-focused team, we invite you to join us and together, we will shape the future. Let's Make It Real!

The Tier 1 Help Desk Analyst must be able to meet the key criteria below:

Location: 100% Remote. This is a United States based position, and candidates must reside in the continental United States to be eligible for employment.

Years' Experience: 3+ years help desk experience.

Education: Bachelor degree in Information Technology or equivalent experience.

Security Clearance: IBR is a federal contractor. Applicants must be able to obtain and maintain a Public Trust security clearance issued by the National Credit Union Administration. This agency handles and adjudicates the security clearance process.

NOTE: United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.

Employment Type: Full Time

Work Schedules: IBR promotes work-life balance by offering flexible scheduling options. Standard business hours are aligned to the Eastern Time Zone. Schedules may vary; however, the help desk support is operated on a Monday-Friday schedule from 7:00am - 8:00pm EST.

Key Skills

Must have Tier 1 help desk experience
ServiceNow experience

Position Overview

As a Help Desk Analyst at IBR, you will play a key role in providing the central point of contact for all IT-related inquiries and support requests from end users as a member of the National Credit Union Administration program.

Responsibilities

Provide Tier 1 technical support as the central point of contact for all IT-related inquiries and end user requests.
Providing software support assistance, to include but not limited to:
Password resets
Account unlocks
General software and hardware troubleshooting
Installation and configuration desktop applications
Supporting user customizations
Answering and researching questions about the software's features
Troubleshooting and resolving operational incidents, such as local print configurations.
Resolving website access issue
Assisting with wireless and wired network connections configuration assistance
Resolve end user technical issues promptly and effectively.
Reviewing, managing and maintaining the Tier 1 ticket queue to ensure timely and effective issue resolution.
Monitor incoming support request tickets and create tickets for every customer interaction that does not already exist in ServiceNow.
All tickets will follow NCUA's configuration management policies for ticket escalation, ticket routing, and ticket closures.
Receive, track, and support all IT Service, Unified Communications (external and internal audio, video, and web conferencing support) and user workstation/desk move, add, and change support requests.
Will use NCUA-provided Interactive Voice Response (IVR) and Automated Call Distributor (ACD) software, hardware, and associated licenses.
Respond to and manage multiple alternative communications channels, including voice messages, email, and intranet portal self-service requests.
Track, manage, and provide monthly update on Help Desk utilization
Create problem tickets to track like incidents and raise the trend
Prioritize and organize incoming support requests to ensure timely resolution in alignment with established Service Level Agreements (SLAs), maintaining accountability for meeting response and resolution targets.
Attend NCUA provided training as requested
Will always maintain a high level of customer satisfaction and professionalism.

Qualifications

Must be able to obtain and maintain a Public Trust security clearance
3+ years professional Help Desk experience.
Bachelor's degree in information technology or equivalent experience.
Must have experience as a Help Desk Analyst supporting Microsoft applications
Experience providing support for major and business productivity applications, which include but are not limited to: Microsoft 365, Exchange Online, Microsoft Intune, and other Microsoft applications
Experience providing Tier 1 Help Desk support
ServiceNow Help Desk experience required
Keep up to date on ServiceNow best practices
Customer service driven
Excellent written and verbal communication skills
Must be detail oriented

Application Deadline

Applications will be reviewed as received and accepted on a continuous basis until the position is filled. Early application is strongly encouraged.

Physical Demands and Work Environment

This role primarily involves sedentary work, in a workplace and/or home office environment. There are some physical demands associated with the role, including:

Extended periods of sitting and working at a computer workstation.
Occasional lifting and carrying of equipment or materials weighing up to 20 pounds.
Occasional travel to client sites or meetings may be required.
Work may need to be performed in a fast-paced environment requiring quick decision making.
Flexible work arrangements may be available based on business needs.
Will be exposed to a wide variety of clients in differing functions, personalities, and abilities.

Benefits and Compensation Information

Imagine Believe Realize, LLC (IBR) is focused on delivering software and systems engineering solutions to government and commercial clients. Our talent acquisition strategy is designed for career-minded professionals that value continuous learning and growth. We strive to enhance our team members' ability to thrive in the workplace by creating a proper work/life balance and first-class benefits package that includes:

Nationwide medical, dental, and vision insurance
3 weeks of Paid Time Off and 11 Paid Federal Holidays
401k matching
Life Insurance, Short-Term Disability, and Long-Term Disability at no cost to our employees
Supplemental insurance options
Flexible spending accounts and Dependent Care spending accounts
Wellness incentives
Reimbursement for professional development and certifications
Access to training assistance opportunities to support career growth and progression
Hybrid and Remote work opportunities to support work-life balance

The expected salary range for this position is $40,00 - $50,000 USD annually. This is a good-faith estimate and not a salary guarantee as compensation may vary based on factors such as experience, education, skills, associated role responsibilities, applicable contractual requirements, and geographic location.

Apply Today

If you are ready to grow your career and make an impact, then we encourage you to apply today by submitting an application. We welcome you to explore additional job opportunities listed on our careers page https://teamibr.applicantstack.com/x/openings.

Applicants who require alternative assistance with the application or interview process may request reasonable accommodations by contacting us using the contact information provided below:

[email protected]

407.459.1830

Compliance and Regulatory Statements

Equal Employment Opportunity (EEO) Statement

Imagine Believe Realize, LLC is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics such as race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, creed, age, national origin, disability (including pregnancy, childbirth, or related medical conditions), marital status, veteran status, or any other applicable legally protected class in accordance with federal, state, and local laws.

Affirmative Action

As a federal contractor, Imagine Believe Realize, LLC takes affirmative action to employ and advance in employment qualified minorities, women, protected veterans, and individuals with disabilities.

Individuals with Disabilities

Imagine Believe Realize, LLC is committed to providing equal opportunity to qualified individuals with disabilities and to making reasonable accommodations to enable them to apply for positions and perform their jobs. If you require an accommodation during the application or interview process, please contact Human Resources at [email protected].

Protected Veterans (VEVRAA)

Imagine Believe Realize, LLC actively seeks to employ and advance qualified protected veterans in compliance with the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA).

Pay Transparency Nondiscrimination Provision

Imagine Believe Realize, LLC will not discharge or otherwise discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action (including an investigation conducted by the employer), or (c) consistent with the contractor's legal duty to furnish information.

Right to Work / Employment Eligibility

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form (Form I-9).

Tier 1 Help Desk Analyst

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