Position Details

Salary $95K – $105K USD / year

Type Full-Time

Experience entry

Exp. Years 1–3 years

Education Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

Category IT Support & Helpdesk

About this role

Junior Help Desk Analyst for AFJIS ALEOS; provides Tier 1 support to users; logs and resolves incidents; documents procedures; escalates complex issues; supports knowledge management and UAT as needed.

Key Responsibilities

Serve as first point of contact for AFJIS users
Log, track, and manage incidents and service requests
Provide initial troubleshooting for login/access issues and system errors
Escalate complex/unresolved issues to Tier 2/3 with documentation
Contribute to knowledge base and user guides

Technical Overview

Tier 1 troubleshooting for AFJIS applications, login/access issues, and system errors; uses ITSM ticketing systems (ServiceNow, Jira Service Desk, Remedy); maintains documentation and knowledge base; adheres to security and access controls.

Ideal Candidate

The ideal candidate is an entry- to junior-level IT support professional with 1+ years of help desk experience, US citizenship, and exposure to federal/DoD systems. They excel at customer service, can document issues clearly, and troubleshoot Tier 1 problems while coordinating with higher-level teams when needed.

Must-Have Skills

1–3 years of experience in a Help DeskService Deskor IT support roleExperience providing Tier 1 technical supportExperience with ServiceNowExperience with Jira Service DeskRemedyUS Citizenship is required

Nice-to-Have Skills

Active or eligible Secret clearanceExperience supporting federal or DoD systemsFamiliarity with case management or law enforcement systemsAgile environmentsCloud-based systemsKnowledge base or user documentation

Tools & Platforms

ServiceNowJira Service DeskRemedy

Required Skills

associate degreebachelor’s degree in information technologyithelp desktier 1 supportserviceNowJira Service DeskRemedyticketing systemsweb-based applicationsuser access managementauthenticationtroubleshootingdocumentationstrong communicationcustomer servicesecurity awarenessknowledge baseincident managementproblem managementUAT

Hard Skills

ServiceNowJira Service DeskRemedyTicketing systemsWeb-based applicationsUser access managementTroubleshooting

Soft Skills

CommunicationCustomer serviceDocumentationProblem-solvingTeam collaboration

Industry & Role

Industry Government/Public Sector

Job Function Provide Tier 1 help desk support for AFJIS users and coordinate with security and operations teams

Role Subtype Service Desk Analyst

Tech Domains ITSM / ServiceNow

Keywords for Your Resume

help deskl1 supportit supportremoteservice nowjira service deskremedyticketing systemend user supportfederal government experienceus citizenshipsecurity clearanceafjislogin troubleshootingknowledge baseonboardingit securitydocumentation

Deal Breakers

US citizenship is required, Experience with ServiceNow, Jira Service Desk, or Remedy, 1–3 years Help Desk experience

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