3,356 Helpdesk Analyst jobs in the United States

• Respond to lawyer IT issues (e.g., iManage sync errors, Microsoft Outlook failures, Litera Compare crashes) within 15 minutes, often in-person.
• Assist with technology setup for critical tasks.
• Address IT requests for all 240 users, including password resets, software installations, and connectivity issues, with resolution times under 4 hours for non-critical issues.
• Escalate complex issues to the Director of IT or other IT personnel.
• Diagnose and resolve issues with Microsoft Office 365 (Outlook, Word, Excel, Teams), iManage Work (e.g., document check-in/out), and Litera products (e.g., Compare, Metadact).

• Provide on-site support during business hours to meet expectations.
• Use remote support tools (e.g., Teams, Bomgar) for staff working remotely or in other offices.
• Log all tickets in the helpdesk system, documenting issue details, resolution steps, and follow-ups.
• Contribute to user guides or FAQs for Microsoft Office, iManage, and Litera workflows.

• CompTIA Security+ Certification
• Bachelor's degree in a related IT technical field with 2 or more years of relative experience or equivalent
• Ability to keep up with technical innovations and IT trends
• Exceptional interpersonal and communication skills

As an onsite Helpdesk Analyst (L1 / L1.5), you will be stationed at our client's office and will be the first point of contact for all IT-related issues. You will be responsible for providing technical support, troubleshooting hardware and software problems, and ensuring the smooth operation of the client's IT infrastructure. This role requires a proactive individual with excellent problem-solving skills and a customer-focused attitude. You will also be working closely with our larger team of IT professionals who will be available to assist and support you as needed.

The person in this role will participate in routine syncs with our home office team to review open projects, discuss challenging technical issues, share client-specific insights, align on support metrics, and engage in ongoing technical training. These collaborative sessions ensure both onsite and offsite teams remain fully aligned and collectively focused on delivering a seamless, high-impact experience for the client.

• This position is 5 days a week at our Falls Church, VA office with occasional visits (only as needed) to a data center that's roughly 30 minutes away. You will need to commute to these locations.

• Provide onsite technical support for Windows desktops, laptops, and other end-user devices at the client's office.
• Manage and troubleshoot issues related to Active Directory, including user account management, group policies, and permissions.
• Support Microsoft 365 applications and services, including email, SharePoint, OneDrive, and Teams.
• Perform hardware and software installations, configurations, and upgrades.
• Troubleshoot network connectivity issues and assist with basic network administration tasks.
• Maintain accurate documentation of all support activities, including incident reports and resolutions.
• Collaborate with remote support teams and escalate complex issues when necessary.
• Educate end-users on best practices and provide training as needed.
• Ensure timely resolution of all IT issues and provide exceptional customer service.

• Proven experience as a Helpdesk Technician or similar technical support role.
• Strong knowledge of Windows desktop operating systems (Windows 10/11).
• Experience with Active Directory administration and troubleshooting.
• Proficiency in supporting Microsoft 365 applications and services.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Customer-focused mindset with a dedication to delivering high-quality service.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.

• Provide technical support and guidance to users for hardware, software, and systems over the phone
• Resolve or escalate issues related to software, hardware, and system access
• Utilize diagnostic tools and ask targeted questions to identify and solve issues
• Create and escalate Remedy trouble tickets to Tier 2 support or third-party vendors as appropriate
• Follow established quality standards while maintaining strong customer service etiquette
• Reset or restore user credentials through RACF or Active Directory
• Dispatch service calls and track resolution progress with service providers
• Update technical documentation and knowledge bases as necessary
• Collaborate with both technical and non-technical teams to resolve user issues

• 1+ years of IT Service Desk or Call Center experience
• Strong verbal and written communication skills
• Experience with call tracking and ticketing systems
• Attention to detail and ability to follow documentation
• Ability to support users with minimal technical proficiency
• Basic knowledge of Active Directory user and group management
• Solid understanding of Microsoft Windows 7 and Office 365 environments
• Experience supporting Office 365 features including calendar sharing and delegation
• Excellent organizational skills and team-oriented mindset
• Self-motivated with a customer-first attitude

Help Desk Analyst:

At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value - not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team!

Job Summary:

B&A is looking for a Help Desk Analyst to join a contract with a federal government client in support of an important mission. In this role, you will serve as a key frontline technical resource, responsible for troubleshooting hardware and software issues, managing service requests, and providing exceptional support across a range of end-user technologies, including workstations, mobile devices, and multifunctional peripherals. You will ensure Help Desk operations are run efficiently and in alignment with ITIL-based best practices, focusing on rapid issue resolution, knowledge capture, and continuous service improvement. This is a great opportunity for a detail-oriented, technically capable individual who thrives in a fast-paced, user-facing IT support environment.

Responsibilities:

• Respond to and resolve Tier 1 and Tier 2 technical issues related to desktops, laptops, printers, network connectivity, and mobile devices.
• Log and manage service tickets in the IT ticketing system (e.g., ServiceNow, Remedy), ensuring accuracy and completeness of entries.
• Monitor ticket queues , prioritize tasks, and escalate unresolved issues to senior IT staff when necessary.
• Configure and deploy end-user hardware and software , including imaging of laptops/desktops, software installations, and account setups.
• Support mobile device users (e.g., iPhones, iPads, Androids) by troubleshooting connectivity, configuration, and security settings.
• Perform password resets , account unlocks, and user provisioning within Active Directory and other systems.
• Document troubleshooting steps, solutions, and known issues to contribute to the internal knowledge base and process improvement.
• Communicate clearly and professionally with users, providing timely updates and explanations in a user-friendly manner.
• Track and maintain hardware inventory , including laptops, accessories, and peripherals.
• Ensure compliance with IT security policies and procedures , including DoD and organization-specific standards.
• Assist with onboarding and offboarding of personnel by preparing equipment and revoking/assigning system access.
• Follow established change control and incident response processes to maintain continuity and minimize service disruptions.
• Contribute to quality assurance efforts by participating in team meetings, sharing feedback, and recommending process improvements

Education and Experience

• Bachelor's degree in Information Technology, Computer Science, or related field - or equivalent combination of education and 2+ years of experience in IT help desk or technical support roles

Required Skills:

• Proven ability to analyze and resolve issues logically and efficiently
• Familiarity with ticketing systems such as ServiceNow, Remedy, or Jira Service Desk
• Experience supporting a wide range of IT end-user hardware and software
• Excellent interpersonal and communication skills , both written and verbal
• Ability to handle multiple tasks, prioritize issues, and work effectively under pressure
• Strong documentation skills and attention to detail

Security Clearance

• Eligible for a secret clearance.

More About B&A:

Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.

Benefits and Programs

B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A's 401(k) plan is available to all employees and includes a company matching contribution.

B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:

• The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
• A formal mentorship program
• Job shadowing and cross training opportunities
• Brand Ambassador program
• Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
• Monthly teambuilding events
• B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more

At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.

EEO

B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.

EEO is the Law

B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 Form to confirm work authorization.

• Provide technical assistance, support, and advice to end users for hardware, software, and systems.
• Provide hands-on technical assistance to business and technical users.
• Investigate and resolve computer software and hardware problems of users.
• Serve as a contact for level 1 support.
• Serve as a contact for users having problems using computer software, hardware, and operating systems, and escalates, as necessary.
• Determine whether problem is caused by hardware, software, or system.
• Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talk with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic. software or by listening to and following instructions.
• Experienced with a variety of call-tracking software and systems.
• Reads trade magazines and engages in independent study to maintain current industry knowledge.
• Follow quality standards and displays strong customer service skills.
• Ability to work in a team environment.
• Complete assigned tasks.
• Strong communication skills; both written and spoken

• At least 3 years field experience
• Hardware - Dell Laptops / desktops
• Software - MS O365, Adobe Acrobat, ServiceNow
• Customer service skills are very important.
• Technical troubleshooting skills a must
• Ability to communicate both oral and written.

• Set up and manage user accounts and permissions to permit access to a network.
• Uphold and test security and block unapproved access.
• Configure Wego's computer system to meet specific business goals.
• Monitor day to day computer performance.
• Update and maintain the computer inventory and equipment.
• Endorse and apply upgrades to systems to ensure durability.
• Assess functional needs to regulate system purchase specifications.
• Resolve hardware and network connectivity issues.
• Assist in technical upgrades and maintenance of desktop systems.
• Support testing and deployment of new applications and systems.
• Train and guide staff on hardware and software usage.

• Bachelor's degree in computer science, information technology, or a related field.
• 3+ years working in a fast paced on site Help Desk environment.
• Excellent Knowledge of PC and desktop hardware and internal components.
• Familiar with configuring and maintaining Active Directory.
• Hands on experience with Office 365 applications and administration.
• Ability to troubleshoot computer, printer, and network issues.
• Excellent communication skills.
• Working technical knowledge of current protocols, operating systems, and standards.
• Excellent analytical and troubleshooting skills.
• Ability to work under pressure.

• Interpret, analyze, diagnose, document, and resolve first and second level customer service issues related to supported hardware, application/operating systems software, and LANs/WANs
• Perform local and remote phone and electronic support and incident response to users
• Troubleshoot desktop applications and configurations; i.e. Windows, Microsoft Office, VPN connectivity, etc. Investigate recurring issues and provide solutions to address root problem.
• Research support/technical issues through problem tracking system, websites, software manuals, etc. Implement solutions or escalate problems to appropriate parties. Monitor progress until issue is resolved.
• Work closely with team on server, network management, and deployments. Update team on new support issues.
• Provide training on software applications and new initiatives to users. Develop, write, and maintain end-user documentation.
• Interact and collaborate with third-party vendors to manage the resolution of complex client issues.
• Document calls/resolutions; and identify strategies to improve the call handling and resolution process.
• Maintain network and PC preventive maintenance to ensure data integrity.
• Contribute to special projects that will facilitate the growth of the department.
• Perform other related duties and/or projects as assigned

• Minimum of 2 years IT troubleshooting/technical experience. Work experience is preferred, a combination of trainings/school and certifications can help supplement work experience.
• Excellent oral, written, and interpersonal communication skills with a focus on customer service.
• Solid understanding of Information Technology equipment; i.e. laptops, printers, wireless technology, network equipment, servers, and phone systems.
• Experience with Azure/Office 365, Intune, MS Teams phone systems, Qualifacts Carelogic.
• Strong problem-solving and project management skills. Ability to take initiative.
• Works well under pressure and demonstrates flexibility and sensitivity to changing priorities.

• FREE Virtual Primary Care, Urgent Care, and Mental Health Counseling for ALL Employees
• PAID Maternity/Paternity leave
• Medical Insurance (BCBS of IL)
• Dental Insurance
• Vision Insurance
• Life Insurance
• Long-Term & Short-Term Disability
• Pet Insurance
• FSA (Health, Dependent Care, Transit)
• Telemedicine
• EAP
• 403(b) Retirement Plan with Employer Match

Pearl Harbor, HI

Lifecycle Solutions Maritime / EX40 / On-site

At Hexagon US Federal we provide cutting-edge technologies and a wide range of professional services to enable our customers to make smarter and faster operational decisions and improve mission effectiveness. Hexagon US Federal is an independent subsidiary of Hexagon Corporation exclusively focused on bringing the broad range of Hexagon technologies to the US Federal government and its partners.

A day in the life of a Help Desk Analyst:

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 multifunctional devices.

This job is for you if you:

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 significant experience of working in an Information and Communication Technology Help Desk.

• CompTIA Security+ Certification
• Bachelor's degree in a related IT technical field with 2 or more years of relative experience or equivalent
• Ability to keep up with technical innovations and IT trends
• Exceptional interpersonal and communication skills

Required Level of Security Clearance: Secret

No travel required

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 options