Help Desk Analyst- Top Secret Clearance Required

The Help Desk Analyst will support a project in Schenectady, NY. This individual must have an active DOE Q clearance or DoD Top Secret clearance at a minimum. This individual will be a full-time employee and will 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.Q, Top SecretCall CenterTriage tickets via two (2) communication channels: telephone, web, and walk-ins. FMP’s current Help Desk provides phone support and support through tickets submitted by personnel via the webMaintain ticketing system knowledgebase through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articlesAccount ManagementResolve account lockouts / Two-factor authentication (2FA) blocksManage account creations, enablement, disablement, and terminationsIssue new passwords, temporary passwords, new 2FA credentialsManage need-to-know (permissions) for accountsHardwareTroubleshoot and resolve basic hardware issues for hardware peripheralsTroubleshoot and diagnose hardware issues for escalation to desktop support toperform repairsCreate work orders for desktop support to move, add, or change computers and/or peripheralsSoftwareTroubleshoot and resolve basic software issues for both commercial-the-shelf(COTS) software products, as well as in-house developed applicationsAssist in obtaining new software licenses for customersMiscellaneousTroubleshoot and resolve basic web or SharePoint issuesAssist with issues regarding shared folders or groupsTroubleshoot and resolve basic computer support or software questionsProvide training for basic computing questions or tasksHigh school diplomaIT help desk/call center experience, minimum required years can vary depending on highest degree level:High school diploma + 7 yearsAssociate's Degree + 5 yearsBachelor's Degree + 1 yearBasic understanding of MS Office software suiteBasic understanding of computer equipment and core client system softwareStrong customer service skillsExperience presenting technical solutions and concepts through verbal and written communications in a clear and concise mannerActive Q or Top Secret security clearanceHourly rate: $25-36Founded 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 over 35 years.IMG Benefits:Health, dental, vision, and life insuranceShort term and long term disability insurance401(k) with generous company matchHealth Savings Accounts (HSA)Personal leave plus paid federal holidaysProfessional development and training assistanceIMG is an equal opportunity employer including disability and protected veterans or other characteristics protected by law.

Created: 2025-11-01