Help Desk Analyst

Information Management Group, Inc. (IMG) is a trusted leader in delivering innovative IT and cybersecurity solutions with a commitment to excellence, customer satisfaction, and professional growth for over 30 years. IMG is hiring a Help Desk Analyst to support a project in Schenectady, NY. This individual must have an active DOE Q clearance or DoD Top Secret clearance at a minimum. This individual will be a full-time employee and will be responsible for providing Help Desk services to coordinate and respond to Incidents and Service Requests made by end users, technical staff, and external vendors.

Key Responsibilities

Call Center

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
• Maintain ticketing system knowledgebase through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles

Account Management

• Resolve account lockouts / Two-factor authentication (2FA) blocks
• Manage account creations, enablement, disablement, and terminations
• Issue new passwords, temporary passwords, new 2FA credentials
• Manage need-to-know (permissions) for accounts

Hardware

• Troubleshoot and resolve basic hardware issues for hardware peripherals
• Troubleshoot and diagnose hardware issues for escalation to desktop support to
• perform repairs
• Create work orders for desktop support to move, add, or change computers and/or peripherals

Software

• Troubleshoot and resolve basic software issues for both commercial-the-shelf
• (COTS) software products, as well as in-house developed applications
• Assist in obtaining new software licenses for customers

Miscellaneous

• Troubleshoot and resolve basic web or SharePoint issues
• Assist with issues regarding shared folders or groups
• Troubleshoot and resolve basic computer support or software questions
• Provide training for basic computing questions or tasks

Requirements

• High school diploma
• IT help desk/call center experience, minimum required years can vary depending on highest degree level:
  • High school diploma + 7 years
  • Associate's Degree + 5 years
  • Bachelor's Degree + 1 year
• Basic understanding of MS Office software suite
• Basic understanding of computer equipment and core client system software
• Strong customer service skills
• Experience presenting technical solutions and concepts through verbal and written communications in a clear and concise manner
• Active Q or Top Secret security clearance

Hourly rate: $25-36

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 35 years.

IMG Benefits:

• Health, dental, vision, and life insurance
• Short term and long term disability insurance
• 401(k) with generous company match
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Personal leave plus paid federal holidays
• Professional development and training assistance

IMG is an equal opportunity employer including disability and protected veterans or other characteristics protected by law.