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Location

Sterling, VA | United States

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Job description

Help Desk Analyst duties and responsibilities include:

• Improve IT customer service and Incident Resolution speed through expanded service hours, self-service abilities, and skilled Help Desk staff in the areas of industry-standard IT products.
• Improve efficiency and effectiveness by adopting Supplier-leveraged knowledge databases and best practices in the areas of customer reporting, logging, tracking, resolving of IT Incidents and Service Requests.
• Improve efficiency and effectiveness by early identification and addressing of root causes of technical incidents, including working with specialized entities for resolution.
• Have the ability to acquire skilled Help Desk support for new technologies early in their life cycle, while maintaining support for older technologies.

Help Desk Analysts will be required to perform the following non-inclusive list of tasks:

• Perform work in accordance with all applicable FMP Standard Operating Procedures (SOPs), High Risk Procedures (HRPs) and corporate standard policies and procedures.
• Triage tickets via two (2) communication channels: telephone, web, and walk-ins. FMP's current Help Desk provides phone support and support through tickets submitted by personnel via the web. Triage and basic troubleshooting/resolution.
• Maintain ticketing system knowledge-base through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles.

Candidates must have the following combination of knowledge and skill to be considered:

• Must have an active DOE Q clearance or an active DOD Top Secret
• Previous IT help desk/call center experience, with basic understanding of the MS Office software suite, computer equipment (i.e. monitors, printers, scanners, CPU, network connections), and core client system software in a predominately Windows-based
  environment, coupled with one of the following:
  • Demonstrated record of providing strong customer service skills.
  • Demonstrated ability to articulate technical solutions and concepts through verbal and written communications in a clear and concise manner.
  • Demonstrated multi-tasking and prioritizing abilities.

• High School diploma or equivalent and a minimum of seven (7) years of relevant experience; or Associate degree in related field from an accredited college or university and a minimum of five (5) years of relevant experience; or Bachelor degree
  in a related field from an accredited college or university and a minimum of one (1) year of relevant experience.

Stillwater is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, or any other protected class. If you need assistance with the application process due to a disability, please contact us at

571-525-2482

Why Stillwater: Stillwater was ranked as the 14th BEST PLACE TO WORK - 2020 in Washington, DC Area-by the Washington Business Journal.

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