Information Management Group, Inc. · 9 hours ago
Help Desk Analyst- Top Secret Clearance Required
Schenectady, NY
Contract
Onsite
Mid, Senior Level
$25/hr - $36/hr
1+ years expInformation Management Group, Inc. (IMG) is a trusted federal contractor delivering mission-focused solutions for government customers. They are seeking a Help Desk Analyst to handle IT customer service, incident resolution, and support for older technologies, requiring an active Top Secret or Q clearance.
Graphic DesignInformation TechnologyTelecommunications
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Triage tickets via two (2) communication channels: telephone, web, and walk-ins. Current Help Desk provides phone support and support through tickets submitted by personnel via the web
Maintain ticketing system knowledgebase through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles
Resolve account lockouts / Two-factor authentication (2FA) blocks
Manage account creations, enablement, disablement, and terminations
Issue new passwords, temporary passwords, new 2FA credentials
Manage need-to-know (permissions) for accounts
Troubleshoot and resolve basic hardware issues for hardware peripherals
Troubleshoot and diagnose hardware issues for escalation to desktop support to perform repairs
Create work orders for desktop support to move, add, or change computers and/or peripherals
Troubleshoot and resolve basic software issues for both commercial-the-shelf (COTS) software products, as well as in-house developed applications
Assist in obtaining new software licenses for customers
Troubleshoot and resolve basic web or SharePoint issues
Assist with issues regarding shared folders or groups
Troubleshoot and resolve basic computer support or software questions
Provide training for basic computing questions or tasks
Qualification
Required
High school diploma
IT help desk/call center experience, minimum required years can vary depending on highest degree level: + High school diploma + 7 years + Associate's Degree + 5 years + Bachelor's Degree + 1 year
Basic understanding of MS Office software suite
Basic understanding of computer equipment and core client system software
Strong customer service skills
Experience presenting technical solutions and concepts through verbal and written communications in a clear and concise manner
Active Q or Top Secret security clearance
Preferred
A+, Sec+, HDI certification or similar certification with supervisor approval
Excellent customer support experience and soft skills to ensure end-user satisfaction
Ability to multi-task and prioritize requirements and end user requests as required
Triage and basic troubleshooting/resolution
Ability to collaborate with other helpdesk analysts
Ability to demonstrate proven success with adaptability – willingness to evolve with technology while ensuring data accuracy standards
Benefits
Health, dental, vision, and life insurance
Short term and long term disability insurance
401(k) with generous company match
Health Savings Accounts (HSA)
Personal leave plus paid federal holidays
Professional development and training assistance
Company
Information Management Group, Inc.
Information Management Group, Inc. (IMG) was founded in 1987.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Joe Duble
Chief Operating Officer
Company data provided by crunchbase