Help Desk Analyst - CECOM
Summary DSA, Inc is seeking a Help Desk Analyst to provide responsive, customer-focused technical support for users of mission-critical software applications and information technology systems. The Help Desk Analyst will troubleshoot user issues, manage service desk tickets, support system adoption, contribute to knowledge management, and assist with pre-deployment validation of application changes to ensure a reliable end-user experience.
Required Skills
Active Secret security clearance.
Bachelor’s degree in Computer Science, Mathematics, Engineering, or a related technical discipline, plus four (4) years of relevant experience within the last four (4) years; Three (3) additional years of applicable experience, with appropriate certifications or relevant experience, may be substituted for the degree requirement, for a total of seven (7) years of experience.
Service Desk experience providing end-user support, troubleshooting, ticket tracking, and problem resolution.
Experience with Quality Assurance (QA) testing, including validating application changes before deployment, documenting defects, and confirming fixes meet requirements.
Experience using JIRA or a similar ticketing/workflow management tool.
Working knowledge of AI concepts and practical applications
Desired Qualifications
Experience supporting the DoD.
Responsibilities
Provide functional and technical support for assigned software applications, IT systems, or product suites.
Respond to user inquiries, troubleshoot issues, and perform problem resolution through the service desk process.
Monitor service desk workflow, ticket volume, and support data to identify trends, potential outages, or downtime affecting critical IT assets and services.
Support continuous improvement of the customer-facing portal by recommending enhancements, updating content, and identifying opportunities to improve the user experience.
Provide user guidance, recommendations, and training to help customers effectively use supported applications and systems.
Understand, follow, and promote Agile principles and team-based continuous improvement practices.
Support continuous cybersecurity risk management by following established security procedures and escalating potential concerns as appropriate.
Participate in pre-deployment application testing by validating changes from an end-user perspective, documenting defects, and supporting release readiness.
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The posted salary range is a good-faith estimate. Actual compensation will be based on the selected candidate’s qualifications, experience, skills, and other job-related factors.
DSA - Salary Pay Range
$60,000—$70,000 USD