Position Details

Salary $95K – $105K USD / year

Type Full-Time

Experience entry

Exp. Years 1-3 years

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

Category IT Support & Helpdesk

About this role

Junior Help Desk Analyst providing Tier 1 support for AFJIS users under the ALEOS program, handling incidents and service requests, and coordinating with Tier 2/3 for complex issues to ensure mission continuity.

Key Responsibilities

Tier 1 Help Desk Support
User Support & Customer Service
Incident & Problem Management
Knowledge Management & Documentation
System Support & Coordination

Technical Overview

Role focuses on front-line IT support for AFJIS applications, with experience in ServiceNow/Jira Service Desk/Remedy ticketing, basic troubleshooting, and user access management in a federal context.

Ideal Candidate

The ideal candidate is an entry-level help desk professional with 1-3 years of Tier 1 IT support experience, comfortable supporting AFJIS users and collaborating with Tier 2/3 teams in a federal environment.

Must-Have Skills

1-3 years of experience in a Help Desk/IT support roleExperience providing Tier 1 technical supportFamiliarity with ServiceNow or Jira Service Desk or RemedyUS CitizenshipStrong communication skills

Nice-to-Have Skills

Active Secret clearanceExperience with federal or DoD systemsKnowledge base documentationAgile environmentsCloud-based systems

Tools & Platforms

ServiceNowJira Service DeskRemedy

Required Skills

Help DeskTier 1 supportIT supportticketing systemsServiceNowJira Service DeskRemedylogin issuesuser access managementtroubleshootingincident managementknowledge basesecurity awarenessinformation assurance

Hard Skills

ServiceNowJira Service DeskRemedyTicketing SystemsWeb-based ApplicationsUser Access ManagementLogin IssuesTroubleshootingIncident ManagementKnowledge Base

Soft Skills

CommunicationCustomer ServiceProblem SolvingDocumentationTeam CollaborationTime Management

Industry & Role

Industry Government/Public Sector

Job Function Provide Tier 1 help desk support for AFJIS users and coordinate with Tier 2/3 teams

Role Subtype Help Desk L1

Tech Domains ITSM / ServiceNow, Jira Service Desk, Remedy, Ticketing Systems, Web-based Applications, User Access Management, Security & Compliance, Incident Management, Knowledge Base, Cybersecurity

Keywords for Your Resume

Help Desk AnalystTier 1Tier 1 SupportAFJISALEOSServiceNowJira Service DeskRemedyTicketing SystemIncident ManagementUser Access ManagementLogin IssuesWeb-based ApplicationsKnowledge BaseSecurityCybersecurityInformation AssuranceUS CitizenshipSecret clearanceFederalDoDTicketing

Deal Breakers

US Citizenship is required, Secret clearance preferred

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