ARGO Cyber Systems ยท 2 months ago
Help Desk Analyst Level 1
Dahlgren, VA
Full-time
Onsite
Entry Level
$50K/yr - $70K/yr
2+ years expArgo Cyber Systems is a Service-Disabled Veteran-Owned Small Business providing mission-critical IT and cybersecurity solutions to federal and defense clients. They are seeking a Customer Technical Support Specialist to provide Tier I and Tier II help desk support, resolving user incidents and managing service requests to ensure mission continuity.
Cyber SecurityEnterprise SoftwareInformation TechnologyInternet
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as the first point of contact for end users seeking technical assistance via phone, chat, or email
Utilize enterprise help desk tools (BMC Remedy, ServiceNow) to log, triage, and resolve service tickets
Diagnose and resolve issues related to hardware, software, network access, and user accounts
Provide remote and desk-side troubleshooting for desktops, laptops, printers, and peripheral devices
Escalate unresolved or complex incidents to higher-tier technicians while maintaining full ownership of user communication and status updates
Ensure timely and accurate documentation of all service requests and resolutions in accordance with SLA requirements
Support Active Directory, user provisioning, and access control activities consistent with IAT II standards
Participate in system patching, configuration, and maintenance activities as directed
Deliver exceptional customer service and communicate technical information clearly to both technical and non-technical users
Comply with DoD 8570.01-M IAT Level II cybersecurity requirements and organization-specific security controls
Qualification
Required
Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
Experience: Minimum of 2 years of professional experience providing IT help desk or technical support in Industry, Federal, or DoD environments
Certifications: Must meet DoD 8570.01-M IAT Level II requirements (e.g., Security+ CE, CCNA Security, or CySA+)
Clearance: Active Secret (T3 investigation) or ability to obtain
Demonstrated expertise in: Help Desk ticketing tools: BMC Remedy, ServiceNow, or equivalent platforms
Demonstrated expertise in: Microsoft Windows / Office 365 environments
Demonstrated expertise in: Troubleshooting common network and connectivity issues
Demonstrated expertise in: Effective communication and customer interaction skills
Preferred
Prior experience supporting DoD/Navy enterprise IT systems or federal service desk operations
Familiarity with ITIL v4 service management processes and SLAs
CompTIA certifications such as Network+ or A+
Working knowledge of Active Directory, M365 administration, and common DoD endpoint configurations
Company
ARGO Cyber Systems
Argo Cyber Systems provides managed cyber monitoring services for businesses and other environments.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2020-10-05Pre Seed
Recent News
2022-03-14
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