Helpdesk Analyst

Company OverviewHexagon US Federal is a proxy-governed subsidiary of Hexagon AB providing an ever expanding portfolio of Hexagon Technologies to U.S. Federal Government organizations, including defense and intelligence agencies to meet a variety of mission requirements. With our unique capabilities and experience we transform state-of-the-art commercial technology into mission-specific solutions for our customers, partnering with them to solve their most challenging problems.Quick HitsEmployees: 200Operating Locations: Chantilly, VA (HQ); Huntsville, AL; Lanham, MD, and other client sites across the USWe are seeking a Journeyman Customer Service and Tech Support (Helpdesk Analyst) in San Rita, Guam.A day in the life of a Journeyman Customer Service and Tech Support: The ideal candidate ensures that the Help Desk operates as a highly professional service that meets the needs of the customer. Follows procedures and process requests for assistance from users in a pleasant and professional manner. Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to procedures. Ensures log entries of user contacts provide information on faults and problems. Follows agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log. Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures. Task includes verification, support, and resolution of service tickets in the current IT ticket system related to IT customer support. Also includes end devices support such as cellular phones, tablets, iPhones and iPads as well as multi-functional devices.This job is for you if you: Are an individual that possess excellent communication skills, have the ability to logically and quickly break down problems to achieve resolution, are customer service oriented and able explain complex technical issues in a clear and understandable way to the customer, show patience in dealing with difficult customers and be a team player. The ideal candidate will have recent and and significant experience of working in an Information and Communication Technology Help Desk.What we are expecting from you (i.e. the qualifications you must have):CompTIA Security+ Certification High School Diploma 2 or more years of experience in related IT technical field Ability to keep up with technical innovations and IT trends Exceptional interpersonal and communication skills The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.Ability to remain in a stationary position and operate a computer for extended periods. Occasional ability to move or transport items up to 50 pounds. Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety. Manage multiple tasks, prioritize, and maintain focus in dynamic environments. Demonstrate strong problem-solving, critical thinking, and analytical skills. Maintain consistent attendance, punctuality, and high professional standards. Required Level of Security Clearance:  Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance. Security Clearance not required at the time of hireNo Expected Travel What we will provide in return:  Competitive health care plans with savings accounts Dental and vision plans 401k with 100% company match up to 6%, with immediate vesting on company match Life and disability insurance Learning Management System with robust offerings Tuition Reimbursement Program Flexible hybrid and remote working arrangements where possible 13 paid holidays per year Veterans’ focused Employee Resources Group with regular educational sessions and communications Leadership Development Program with multiple learning optionsHexagon US Federal is an Equal Employment Opportunity Employer. We comply with all applicable federal anti-discrimination laws and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in its job application procedures. If you have any difficulty using our online system and need an accommodation due to a disability, you may use the following email address, hr@hexagonusfederal.com and/or phone number (703) 264-5600 to contact us about your interest in employment with Hexagon US Federal.All qualified applicants will receive consideration for employment without regard to protected veteran status, disability status, or any other protected class covered by federal, state, or local law. Hexagon US Federal participates in E-Verify. At Hexagon US Federal, we prioritize a secure and thorough hiring process. Be aware that we will never extend an employment offer without a careful review and interview process, and all official communications from our representatives will come from a verified Hexagon US Federal email address, never requesting upfront fees or sensitive information.