Helpdesk Analyst | SCOTT AFB, IL

**MUST HAVE AN ACTIVE DOD SECRET CLEARANCE & COMPTIA SECURITY + CERTIFICATION**ONSITE M-F AT SCOTT AFB/BELLEVILLE, ILLINOIS**

Duties & Responsibilities:
• Assists customers with IT requests and issues
• Answers customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network and peripheral device issues using FAQs, knowledge base and other guides
• Provides Tier I support to end users for laptop/desktop/PC, applications, printers and peripherals
• Create and update ticket records in Remedy or other ITSM tool
• Create ticket records, monitor/track progress and update on ticket record while keeping customers informed with status updates
• Route support requests to appropriate teams for resolution
• Coordinate user support with Desktop Support and System Administration staff
• Develop and maintain helpdesk-related technical documentation such as guides, FAQs, SOPs, etc.
• Assists Help Desk Manager with data collection for reporting
• All other duties as assigned

Qualifications:
Minimum Qualifications:
o Minimum of 1 year of relevant technical experience with each of the following technology skills:
 Windows Operating System (Windows 7 and higher)
 Apple OSX desired in addition to Windows
 Experience performing basic troubleshooting for common desktop software including Microsoft Office and Outlook, Adobe Acrobat and Creative Suite, Mozilla Firefox and Thunderbird, Chrome and Edge browsers, communication/collaboration/messaging tools and multimedia players
 Experience using remote desktop troubleshooting and administration tools
 Remedy ticketing system
o Active Secret Clearance at employment start date (an Active Interim Secret Clearance may substitute)
o DoD 8570 IAT-II Certification (e.g. Security+ CE, CCNA Security or other approved certification(s))
Preferred Qualifications:
o An Associate's Degree in a computer-science related field is preferred

o Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following:
§ Medical, dental & vision
§ Critical Illness, Accident, and Hospital
§ 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
§ Life Insurance (Voluntary Life & AD&D for the employee and dependents)
§ Short and long-term disability
§ Health Spending Account (HSA)
§ Transportation benefits
§ Employee Assistance Program
§ Time Off/Leave (PTO, Vacation or Sick Leave)

· This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to be obtain an (Interim Secret, Interim Top Secret)

· Because an active or interim DoD clearance is required, U.S. Citizenship is required