Tier 1 Help Desk Analyst (Secret or Interim Secret)

Regular Full-Time
US Citizen Required
Job Location
Active Security Clearance Required
Clearance Status

About the Role

eGlobalTech, an award winning business technology and cybersecurity consulting firm located in the DMV, is seeking a Help Desk Specialist - Tier I to provide day-to-day technical support to end-users via phone and remote access support. The Help Desk Specialist - Tier I will be responsible for setting up, configuring and troubleshooting end-user desktops and laptop computer hardware, software, printers, cellphones and peripherals. To thrive in our fast paced environment, they must also have the ability to resolve problems quickly with little impact to the end-users. This opportunity offers excellent compensation and career growth opportunities, benefit packages that include 20 days PTO, continuing education bonuses, 401K w/ 3% matching after 90 days, and paid holidays and corporate events.


  • Manage incident and request ticket life cycle
  • Ensure all tickets are closed within their established guidelines
  • Manage help desk inboxes (voice mail, email, fax) and the unassigned inbox from overnight activity
  • Provide status on system issues
  • Assist end-users via phone, remote session, and desk-side to resolve application issues
  • Route tickets to other service desks
  • Directly assist employees with enabling application accounts
  • Provide support and installation for software applications
  • Assist in maintaining an inventory of IT hardware and software assets
  • Use remote access software to troubleshoot technical problems
  • Update status reports
  • Attend meetings to brief on service request status
  • Participate in projects

Knowledge, Skills, and Abilities 

  • Demonstrated results in working in a team environment as well as independently
  • Experience installing, configuring and troubleshooting systems, printers and desktop/laptop components
  • Ability to manage time effectively and complete required projects on time
  • Researches, evaluates and analyzes end-user operations and support processes
  • Ability to identify the elements of a situation/ability to visualize, articulate and solve problems
  • Ability to communicate highly technical information to both technical and nontechnical personnel
  • Remedy experience a plus


  • Timeliness
  • Strong multi-tasking skills
  • Attention to detail
  • Excellent communication skills
  • Collaborative, flexible, and adaptable


  • This position requires a clearance and/or badge that involves an extensive background and credit check
  • Interim secret or secret clearance required

Required Qualifications

  • 3 years of overall IT experience
  • 1 year of experience on a service desk
  • A+ certification

Desired Qualifications

  • 4-year degree preferred
  • Experience working in the U.S. Department of State
  • Security+ certification 
  • ITIL Foundations certification
  • Remedy Experience

About Us

Founded in 2004, eGlobalTech (eGT) is a leading management and IT consulting firm in the Washington, D.C. metropolitan area.  Our focus is to provide the public sector with innovative solutions, leveraging cutting-edge tools and methodologies to meet the Government’s most pressing business needs.  To achieve this objective, our core practice areas – strategy, IT solutions development, cyber security, and cloud computing – are integrated to provide clients with comprehensive end-to-end results.  This integration enables our highly motivated teams to thrive in a culture that encourages out-of-the-box thinking, collaboration and an environment where you can excel. For more information, please visit our website at


Equal Employment Opportunity:


eGlobalTech is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, sexual orientation, gender identity, or status as a qualified individual with a disability.   EEO is the Law



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