Help Desk Analyst- Top Secret Clearance Required

As a trusted federal contractor, IMG delivers mission-focused solutions that support government customers and the people who serve them. We are currently hiring a Help Desk Analyst who will handle IT customer service and incident resolution. They will also address root causes of technical incidents which may require specialized entities to resolve and remain familiar with and the ability to support older technologies.Candidates must have an active Top Secret or Q clearance to qualify.Key ResponsibilitiesCall CenterTriage tickets via two (2) communication channels: telephone, web, and walk-ins. 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flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articlesAccount ManagementResolve account lockouts / Two-factor authentication (2FA) blocksManage account creations, enablement, disablement, and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 groupsQ, 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flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articlesAccount ManagementResolve account lockouts / Two-factor authentication (2FA) blocksManage account creations, enablement, disablement, and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 clearancePreferred Qualifications:A+, Sec+, HDI certification or similar certification with supervisor approvalExcellent customer support experience and soft skills to ensure end-user satisfactionAbility to multi-task and prioritize requirements and end user requests as requiredTriage and basic troubleshooting/resolution.Ability to collaborate with other helpdesk analystsAbility to demonstrate proven success with adaptability - willingness to evolve with technology while ensuring data accuracy standardsHourly 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: 2026-01-28