Help Desk / Tier 1 Analyst 128-015
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IC-CAP LLC is a Woman Owned / HUBZone Small Business working in the Department of Defense and Intelligence Community. We are always looking for highly talented, energetic, and dynamic professionals that are interested in protecting the defense of our nation.
We are looking to fill this position at the following location(s):
- National Capital Region (NCR)
Job Description
Help Desk / Tier 1 Analyst
The Help Desk / Tier 1 Analyst provides frontline IT support, serving as the first point of contact for mission users. Responsibilities include incident intake, triage, troubleshooting common technical issues, and escalating complex cases to Tier 2/3. This role ensures accurate ticket logging, tracks service requests, and provides timely resolution to minimize mission impact. The Analyst maintains knowledge base articles, supports account administration tasks, and delivers exceptional customer service.
Education and Experience
Required:
Associate’s degree or equivalent hands-on experience.
1–3 years of IT support/help desk experience.
ITIL Foundation is desirable.
Excellent problem-solving and communication skills.
Tools/Software: ServiceNow ITSM (Incidents, Requests), Remedy, MS Teams, Active Directory basics.
Security Clearance:
Active TS/SCI and the willingness to sit for a polygraph, if needed
IC-CAP provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status.