Job Description

Our client is seeking energetic and customer-focused Help Desk Analyst to join their IT support team. In this role, you will be the first point of contact for internal users, handling incoming calls and tickets, resolving issues when possible, and escalating to appropriate support teams as needed. The ideal candidate will be a skilled communicator with a strong commitment to customer service and the ability to work efficiently in a fast-paced technical environment.

This hybrid position is based in Herndon, Virginia, with three days onsite and two days remote each week. On-call support is required on a rotational basis.

Location: Herndon, VA (Hybrid: 3 days onsite, 2 days remote)
Hours: Between 7:00 AM – 6:00 PM MST (Flexible schedule within this range)

Pay Rate: Up to $27 an hour
Security Clearance: Must be able to obtain and hold a TS/SCI clearance upon hire

Key Responsibilities:

• Handle high volumes of inbound and outbound calls in a professional and timely manner
• Follow support scripts and troubleshooting guides to resolve technical issues
• Accurately identify user needs and provide appropriate solutions or escalate as necessary
• Monitor and manage ticket queues, ensuring SLA adherence
• Create or update documentation to improve team knowledgebase
• Support user account administration, including Active Directory management
• Use remote support tools to assist end users across multiple platforms
• Troubleshoot basic OS and application issues on Windows 7, Windows 10, macOS, and Microsoft Office

Job Requirements

Required Skills / Qualifications:

·  2+ years of experience in a technical support or service desk role

·  Strong verbal and written communication skills, including active listening

·  Demonstrated customer service orientation with a problem-solving mindset

·  Excellent organizational skills with the ability to prioritize tasks and manage time

·  Strong attention to detail and adherence to process and documentation standards

·  Familiarity with ITSM platforms and ticketing systems such as ServiceNow, Remedy, or Jira (1–2 years)

Preferred Skills / Qualifications:

• 1–2 years of experience with Windows and macOS operating systems
• 1+ year of experience with Microsoft Office 365 support
• Familiarity with ITIL practices and working in an SLA-driven support environment
• Previous exposure to federal or cleared environments is a plus

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis. The Aleron companies welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available upon request for applicants taking part in all aspects of the selection process.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.

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