Help Desk Analyst with Top Secret Clearance

IMG is looking for a cleared Help Desk Analyst to 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. Indvidual will be first-line role, possessing the technical skills to work with end users (customer personnel and subcontractor personnel) to resolve issues of moderate complexity including, but not limited to answering phones, responding to trouble tickets, and physical troubleshooting of equipment. Additional, routine IT tasks of varying complexity may be assigned. Shall meet the following requirements: 

1. Call queue shall be answered within ten minutes
2. Electronic requests shall be assigned within 30 minutes
3. Requests shall be resolved within the same business day if received prior to 1600-hours eastern time or the next business day if received after 1600-hours, eastern time.

• • If a request cannot be resolved by the provider, it shall be escalated for further troubleshooting, however, escalations may not be utilized as a method to deviate from this metric
  • If a user is requesting support for a future date, the request should be resolved on that desk/call center experience, with basic understanding of the MS Office software suite, computer equipment (i.e. monitors, printers, scanners, CPU, network connections), and core client system software in a predominately Windows-based environment.

Candidates must have the following combination of knowledge and skill to be considered:

• Must have an active DOE Q clearance or an active DOD Top Secret. Active Secret clearance may be considered.
• Education: Associates Degree and two (2) years experience,  High School Degree and four (4) years experience,
• Demonstrated record of providing strong customer service skills.
• Demonstrated ability to articulate technical solutions and concepts through verbal and written communications in a clear and concise manner.
• Demonstrated multi-tasking and prioritization abilities
• A+ (or similar) certification

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 more than 35 years.Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.