Help Desk Analyst with Top Secret Clearance

Information Management Group, Inc. (IMG) is a trusted leader in delivering innovative IT and cybersecurity solutions with a commitment to excellence, customer satisfaction, and professional growth for over 30 years. IMG is hiring a Cleared Help Desk Analyst to support a project in Schenectady, NY. This individual must have an active DOE Q clearance or an active 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.

Key Responsibilities

Improve IT customer service and Incident Resolution speed through expanded service hours,
self-service abilities, and skilled Help Desk staff in the areas of industry-standard IT products.
• Improve efficiency and effectiveness by adopting Supplier-leveraged knowledge
  databases and best practices in the areas of customer reporting, logging, tracking, resolving of IT
  Incidents and Service Requests.
• Improve efficiency and effectiveness by early identification and addressing of root causes of
  technical incidents, including working with specialized entities for resolution.
• Have the ability to acquire skilled Help Desk support for new technologies early in their life cycle,
  while maintaining support for older technologies.
• Perform work in accordance with all applicable Standard Operating Procedures (SOPs),
  High Risk Procedures (HRPs) and corporate standard policies and procedures.
• Triage tickets via two (2) communication channels: telephone, web, and walk-ins. The current Help Desk provides phone support and support through tickets submitted by personnel via the web.
• Maintain ticketing system knowledgebase through flagging incorrect articles and making
  minor edits or revisions, as well as suggesting new articles and deleting outdated articles.

Requirements

• High school diploma
• 7+ years of IT help desk/call center experience
  • Minimum required years of experience can vary depending on highest degree level: Associate's Degree + 5 years, Bachelor's Degree + 1 year
• Basic understanding of MS Office software suite
• Basic understanding of computer equipment and core client system software
• Strong customer service skills
• Experience presenting technical solutions and concepts through verbal and written communications in a clear and concise manner
• Active DOE Q or DoD Top Secret clearance

Hourly rate: $25-36

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 over 35 years.

IMG Benefits:

• Health, dental, vision, and life insurance
• Short term and long term disability insurance
• 401(k) with generous company match
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Personal leave plus paid federal holidays
• Professional development and training assistance

IMG is an Equal Opportunity/Affirmative Action 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, or any other protected class.