Help Desk/Customer Support Analyst

ITility is seeking an experienced Help Desk/Customer Support Analyst (SECRET) to join our team in support of Department of Defense. At ITility, we help our customers command the future by thinking beyond perceived limits to create new, unexpected ways to protect and defend our nation. We inspire and empower people to create significant solutions that secure what matters to our customers and communities, here and around the globe.

We Value:

• The Drive to Perform Beyond Perceived Limits.
• The Desire to Find Significance in All We Do.
• The Passion and Compassion That Powers Both

Responsibilities:

The Help Desk/Customer Support Analyst (SECRET) will serve as the first point of contact for end users across USSOCOM, its Components, and Theater Special Operations Commands (TSOCs) who require assistance with Microsoft 365 (M365), SharePoint Online, Power Platform, Microsoft Teams, and related knowledge management tools and systems. The analyst triages, troubleshoots, documents, and resolves user issues - or escalates them to the appropriate engineering or administration team - while maintaining a high standard of customer service in a mission-critical SOF environment. This Analyst role will provide frontline technical support for the United States Special Operations Command (USSOCOM) Enterprise Knowledge Management (EKM) program.

Required Qualifications:

• Active Top Secret SCI clearance
• Bachelor's degree in computer science, Information Technology, Information Systems, or related discipline -OR- equivalent combination of technical certifications and 5+ years of hands-on database administration experience in a DoD or federal enterprise environment.
• Three (3)+ years of help desk, service desk, or customer support experience in a Department of Defense (DoD) or federal government IT environment.
• Three (3)+ years of ticketing system configuration, implementation, and user experience; ServiceNow, Remedy, Jira SM, or Dynamics 365
• Three (3)+ years of experience translating business problems into practical, scalable technical solutions.
• Three (3)+ years of experience troubleshooting M365 suite; SharePoint Online, Teams, OneDrive, Outlook, and Power Platform (Power Apps, Power Automate, Power BI) at a user-support level.
• Three (3)+ years of demonstrated experience diagnosing and resolving Tier 3 and below technical issues across desktop, browser-based, and cloud-hosted applications.
• Five (5+) years of proven excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users clearly and patiently.
• Five (5+) years of proven track record of delivering high-quality, professional customer service in a high-tempo, mission-critical environment.
• Strong attention to detail and monitor adherence to the schedule and deadlines.
• Perform and/or ensure proposal color team recovery is conducted.
• Self-motivated, proactive, and energetic.
• Strong sense of ownership and responsibility.
• Able to multi-task in a deadline-driven environment
• CompTIA Security+ certification
• ITIL 4 Fundamentals certification.
• Experience operating in GCC High, IL-4/IL-5/IL-6, or SIPRNet environments preferred

Work Environment:

• Ability to sit or stand for extended periods and perform computer-based work using standard office equipment.
• Requires frequent verbal communication, active listening, and visual acuity to perform job responsibilities effectively.
• Must follow site-specific safety, security, and dress standards.

ITility is an Equal Opportunity Employer ITility is committed to providing a work environment that is non-discriminatory, harassment free, fair, ethical and inclusive. ITility is committed to the principle of equal employment opportunity and complies with all applicable laws which prohibit discrimination and harassment in the workplace.

ITility strictly prohibits discrimination or harassment based on race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, disability, or any other characteristic protected by law in all terms, conditions and privileges of employment, including without limitation, recruiting, hiring, assignment, compensation, promotion, discipline and termination. This policy covers conduct occurring at ITility’s offices, client sites, other locations where ITility is providing services, and to all work-related activities.