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Help Desk Analyst

ACI Federal™

Help Desk Analyst

National
Part Time
Paid
  • Responsibilities

    ABOUT THE HELP DESK ANALYST POSITION

    We're looking for a customer service oriented HELP DESK ANALYST to provide technical support to users in an efficient and accurate manner. You're going to be on the company's front lines, and you will solve basic technical problems and provide support for all assigned areas.

    It'll be your job to make sure that customer issues get resolved, that we maintain the high standards set forth by the company, and the customer is satisfied.

    ROLE RESPONSIBILITIES

    • Support to the GSA HSPD-12 Help Desk to resolve tickets and issues

    POSITION DETAILS

    • US CITIZENS ONLY
    • PUBLIC TRUST REQUIRED
    • W2 candidates only
    • Client Fingerprinting required
    • Background investigation required
    • Work location will be client site everyday

    EDUCATION

    • High School Diploma/GED

    REQUIRED SKILLS

    • Basic computer skills including working with MS Word, MS Excel, MS PowerPoint, Google applications (Gmail, calendar, Google Docs, Google Sites), and databases
    • Ability to provide effective help desk support to address requests quickly 
    • Ability to provide professional and friendly customer service 
    • Ability to clearly and effectively communicate verbally and in writing
    • Analytical skills to resolve complex challenges that require more than following existing operations procedures
    • Attention to detail in working with large volumes of data that support critical business and security functions
    • Ability and willingness to work a broad range of tasks
    • Flexibility to adjust support to rapidly changing client priorities
    • Willingness to collaborate with team members and ICAM PMO stakeholders

    DESIRED SKILLS

    • Knowledge of GSA's or other agency's ICAM implementation approach, processes, and technical infrastructure
    • Knowledge of GSA USAccess credentialing shared service provider tools and procedures
    • Knowledge of ICAM-implementation help desk support
    • Advanced computer skills including working with complex spreadsheet formulas, MS Project, and MS Visio
    • Training individuals to adopt or use ICAM credentials and tools

    _ACI Federal is proud to be an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. _