IT Help Desk Analyst
NPAworldwide, Peoria, AZ, United States
Job Description
A respected defense industry organization is conducting a confidential search for an 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.
Key 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 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.
Qualifications Required Qualifications
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.
Why Is This a Great Opportunity Competitive pay, hybrid work and fast growing company.
Salary Type : Hourly
Salary Min : $30
Salary Max : $40
Currency Type : USD
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Key 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 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.
Qualifications Required Qualifications
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.
Why Is This a Great Opportunity Competitive pay, hybrid work and fast growing company.
Salary Type : Hourly
Salary Min : $30
Salary Max : $40
Currency Type : USD
#J-18808-Ljbffr