Helpdesk Analyst

Position overview

Job duties

• Provide help desk and network-monitoring support to fleet users and administrators for TACNET-supported networks.
• Troubleshoot enterprise shipboard LAN issues and provide break-fix assistance for tactical networks and related equipment.
• Respond to technical support requests in person, by phone, and by email; diagnose hardware, software, logistics, and administrative issues.
• Research technical resources, advise customers, and follow help desk procedures.
• Record interactions in HELIX, route and escalate issues, document resolutions, and prepare activity and metrics reports.
• Provide server, network, desktop, and peripheral break-fix and remote support; advise Navy customers on afloat network maintenance.

Required qualifications

• Bachelor's degree; relevant experience may be considered instead.
• U.S. citizenship and active Secret clearance required at start.
• Security+ certification required; must obtain IAT Level II certification within six months and hold an additional qualifying certification.
• Cisco router and switch administration or Windows Server administration experience required.
• Experience with networking concepts and protocols and enterprise Windows OS and Microsoft Office support.
• Familiarity with Office applications, database software, knowledge-management tools, and querying or tailoring database reports.
• Must be able to work assigned eight-hour shifts, including evenings and overnight.

Desired qualifications

• Familiarity with at least one listed TACNET system is a plus.
• One or more years of IT help desk experience in a Windows call-center environment is desired.
• One year of experience with HELIX or another ticketing system is desired.
• Strong oral and written communication, customer service, problem analysis, problem-solving, and attention to detail are desired.

Compensation

• Target salary range is $60,001–$100,000 per year, based on experience and other factors.

Shift schedule

• Rotating weekday shifts include 5 a.m.–12 p.m., 1 p.m.–9 p.m., and/or 9 p.m.–5 a.m.
• Supports 24-hour coverage five days per week with occasional on-call duties.