Help Desk Analyst

SES Corporation

Help Desk Analyst providing IT Infrastructure support services, including Tier 1 Help Desk and Tier 2 User Support. Responds to end-user requests and resolves technical issues via multiple channels.

Posted 4/23/2026full-timeRemote • Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals.
Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow.
Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service.
Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs.
Escalates more complex problems to Tier 2 for support.
Utilize knowledge-based articles to support troubleshooting.
Provide courteous, professional, and timely communication to users.
Set user expectations for issue resolution and follow up to ensure satisfaction.

Requirements

What you’ll need

Bachelor’s degree in IT, Computer Science, or related discipline or two additional years of experience if no degree
3+ years of help desk or related experience
Public trust security clearance
CompTIA A+, HDI Desktop Support Technician, ITIL v4 Foundations are preferred

Benefits

Comp & perks

Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingincident identificationticketingremote connectivityknowledge managementfirst-call resolutionsoftware supportaccount supportconnectivity issues

Soft Skills

communicationcustomer serviceprofessionalismcourtesytimelinessproblem-solvinguser expectation managementfollow-up

Certifications

Bachelor's degree in ITBachelor's degree in Computer ScienceCompTIA A+HDI Desktop Support TechnicianITIL v4 Foundations