Help Desk Support

Help Desk Support Analyst

Are you someone that wants to expand your career working in IT? Have you been told you have outstanding customer service skills? Are you working in IT and want to expand your knowledge? We are looking for you to be our Help Desk Support Analyst to assist and provide support for our Serco employees and contractors.

Serco supports various government contracts for companies all over the US and Canada. Our team provides tier one support to all Serco employees supporting those contracts throughout the country.

You will be part of a 10 member team that works closely with Tier 2 and other various technical teams, to deliver quality service and systems to Serco employees. The team provides outstanding customer service in support of the employees and contractors that promotes change and innovation.

This is a hybrid remote position which requires the employee to work on-site in the Herndon HQ on Tuesday and Wednesday each week. The remaining three days the employee can work remotely if they choose.

In this role, you will:

• Provides technical support to end users on a variety of issues.
• Actively take phone calls
• Document troubleshooting steps and notes concisely.
• Actively work (incidents and tasks) in queue providing resolution
• Provides information for escalated issues.
• Works in tandem with the other IT Service Desk members
• Identifies, researches, and resolves technical problems.
• Has knowledge of commonly used concepts, practices, and procedures within a particular field.
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Works under immediate supervision.
• Assists the IT Field Service Technicians with surge support when needed.
• Assists the IT Field Service Technicians with desk-side support to employees within the Herndon office if needed.

To be successful in this role, you will have:

• High School Diploma/GED
• U.S. Citizenship
• Minimum 1 year of help desk or service desk experience
• Minimum 1 year of experience in 2 of the following:
• Troubleshooting IT environments
• Working directly with end users/customers
• Working with Active Directory or a similar tool
• End user internet connectivity troubleshooting
• End user hardware/software troubleshooting
• Ability to travel up to 10%

Additional desired experience and skills:

• Associate degree in an IT-related field
• A+/Net+ Certification
• Outstanding Customer Service Skills
• Experience using MS Office

If you are interested in supporting and working with passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

In compliance with state and local laws regarding pay transparency, the salary range for this role is $45,229.80 to $67,844.70; however, Serco considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.