Tier I Helpdesk (TS/SCI)

Junior Help Desk Analyst / Tier I IT Support TechnicianLocation: Springfield, VA (onsite)Clearance: Active TS/SCI required; must be willing to obtain a polygraphAbout the RoleWe're looking for a Junior Help Desk Analyst to join a federal IT support team providing Tier I operations and maintenance support. This is a great opportunity for someone early in their IT support career to build hands-on experience in a structured, high-visibility government environment, with room to grow into higher support tiers.ResponsibilitiesPerform assigned Tier 1 O&M tasks with oversight: ticket logging, status updates, basic troubleshooting, and documentation of next stepsCollect and organize operational data for reporting (ticket counts, categories, aging) and maintain accuracy and consistencyAssist with documentation upkeep (SOPs, runbooks, checklists) and validate that instructions are clear and usableProvide Tier 1/2 support under supervision: ticket intake and triage, user guidance, and escalation with complete diagnosticsPerform routine administrative tasks as authorized: account actions, permissions routing, and batch job monitoring/support with documented outcomesUpdate SOPs, runbooks, and knowledge articles based on resolved issues and standard proceduresSupport enhancement cycles by executing assigned test cases, recording evidence, and updating test scripts as directedAssist in preparing training logistics and material packaging for releases (job aids, step-by-step guides)Required QualificationsActive TS/SCI clearanceWillingness to obtain a polygraphStrong attention to detail and documentation skillsAbility to work onsite in Springfield, VA, Monday-Friday during core business hours