cFocus Software Incorporated · 1 day ago
DOW - Tier 1 Help Desk Analyst
United States
Full-time
Remote
Entry Level
2+ years expcFocus Software seeks a Tier 1 Help Desk Analyst to join our program supporting the Department of Defense (DoD). The role involves providing first-level support to users, managing incidents and requests, and ensuring compliance with operational procedures.
ChatbotGovernmentInformation TechnologySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as the first point of contact for DSAID users via phone, email, and ticketing systems
Log, track, and manage user incidents, requests, and inquiries using approved tools
Provide basic troubleshooting for application, account, and access-related issues
Support user account management activities including password resets and access requests
Escalate unresolved issues to Tier 2 or Tier 3 support in accordance with procedures
Communicate clearly with users regarding issue status and resolution timelines
Ensure tickets are documented accurately and closed in compliance with SLAs
Support testing and validation of fixes as needed
Maintain knowledge base articles, FAQs, and user support documentation
Ensure compliance with data privacy, cybersecurity, and records management requirements
Support surge operations during releases or high-volume periods
Participate in training and continuous process improvement activities
Qualification
Required
Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
2+ years of experience providing Tier 1 help desk or customer support for IT systems
Experience supporting web-based applications and end users
Strong customer service and communication skills
Ability to troubleshoot basic technical and user access issues
Experience using ticketing systems such as ServiceNow or similar tools
Ability to follow standard operating procedures and escalation paths
Ability to obtain and maintain a DoD CAC and required background investigation
Company
cFocus Software Incorporated
cFocus Software automates FedRAMP compliance and develops government chatbots for the Azure Government Cloud, Office 365, and SharePoint.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Manisha Griesinger, MPH, MSc
Program Manager | U.S. EPA Office of the Chief Financial Officer
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