Job Description
Junior Help Desk Analyst / Tier I IT Support Technician
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Location: Springfield, VA (onsite)
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Clearance: Active TS/SCI required; must be willing to obtain a polygraph
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About the Role
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We're looking for a Junior Help Desk Analyst to join a federal IT support team providing Tier I operations and maintenance support. This is a great opportunity for someone early in their IT support career to build hands-on experience in a structured, high-visibility government environment, with room to grow into higher support tiers.
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Responsibilities
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- Perform assigned Tier 1 O&M tasks with oversight: ticket logging, status updates, basic troubleshooting, and documentation of next steps
- Collect and organize operational data for reporting (ticket counts, categories, aging) and maintain accuracy and consistency
- Assist with documentation upkeep (SOPs, runbooks, checklists) and validate that instructions are clear and usable
- Provide Tier 1/2 support under supervision: ticket intake and triage, user guidance, and escalation with complete diagnostics
- Perform routine administrative tasks as authorized: account actions, permissions routing, and batch job monitoring/support with documented outcomes
- Update SOPs, runbooks, and knowledge articles based on resolved issues and standard procedures
- Support enhancement cycles by executing assigned test cases, recording evidence, and updating test scripts as directed
- Assist in preparing training logistics and material packaging for releases (job aids, step-by-step guides)
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Required Qualifications
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- Active TS/SCI clearance
- Willingness to obtain a polygraph
- Strong attention to detail and documentation skills
- Ability to work onsite in Springfield, VA, Monday-Friday during core business hours
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