Help Desk Analyst (Tier I)

Dine Source is seeking a Tier I Help Desk Analyst to support an Air Force program. We are seeking a motivated professional to join our team.  As a member of our team, you'll provide support to our internal and external customers.

*This position is contingent upon contract award.*

Responsibilities:

• Ticketing System Management:
  • Utilize Government-provided help desk ticketing software (ServiceNow) to log, monitor, and resolve trouble tickets.
  • Ensure all tickets are thoroughly documented, including troubleshooting methods, root cause analysis, and resolution.
• Knowledge Management:
  • Develop and maintain a Knowledgebase repository for consistent and accurate information dissemination to users.
• Incident Management:
  • Ensure incident ownership throughout the lifecycle of incidents and requests, implementing escalation procedures as necessary.
  • Respond to escalation tickets from various sources, taking prompt action towards resolution.
• User Support and Assistance:
  • Provide end-user support for hardware, software, and peripherals.
• Other duties as assigned.

Qualifications:

• IAT Level II certified (Security+, GSEC, etc.).
• Currently possess and maintain Public Trust clearance.
• Proven experience in help desk support and IT service management.
• Technical knowledge of desktop and laptop hardware, software, and peripherals.
• Familiarity with help desk ticketing systems, particularly ServiceNow.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.