Service Desk Analyst 1

We have an exciting opportunity to join us in supporting one of our valued customers as a Service Desk Analyst 1 to work out of Cary, NC.

Essential Duties:

• Provide technical support (Tier 1 & 2) to internal end-users of USfalcon products, services, and devices.
• Primarily responsible for tracking and providing first level support through handling incoming queries
• and service requests from end users.
• Troubleshoot technical issues related to Windows desktop OS, Office 365, proprietary software, virtual
• desktop, mobile OS, printers, and other related IT systems or hardware.
• Manage the flow of incoming support requests and update the knowledge base.
• Participate in the development/review of division security processes/procedures under supervision.
• Maintain security.
• Maintain documentation and produce managerial reports.
• Additional duties as assigned.

Required Qualifications:

• Proficient with Microsoft Office applications (e.g., Word, PowerPoint, Excel, Access, and Outlook)
• Proficient with current generations of Microsoft Windows operating systems and latest office products.
• Experience with Windows Server in a domain network
• Experience with networking devices and basic networking working knowledge
• Experience with Office 365 and administration
• Experience with computer (desktop/laptop) hardware and peripherals
• Previous service desk experience a plus
• Current Microsoft Certifications a plus

Preferred Qualifications:

• CompTIA A+ certified
• CompTIA Network+ certified
• CompTIA Security+ certified
• SSCP
• ITILv4 Foundation

Education/ Certification:

• Associate degree in related field

Required Clearance: None

Travel: 10%

USfalcon has grown from our roots in 1984 to become a mid-tier professional services company supporting a diverse and global customer base of DoD and Federal Agencies. We have been excelling in diverse platforms for almost 30 years and continue to be an industry leader. If you thrive in an organization that values integrity, commitment, stewardship, and service, we want to meet you. We deliver core capabilities in Aviation, Space, Information Technology, and Business Operations and continue to grow and expand our competencies, contracts and customer base, adding to our long history of supporting customer and community needs. Learn more at www.usfalcon.com/history.