Helpdesk Analyst

Company Overview 

At Hexagon US Federal we provide cutting-edge technologies and a wide range of professional services to enable our customers to make smarter and faster operational decisions and improve mission effectiveness. 

Hexagon US Federal is an independent subsidiary of Hexagon Corporation exclusively focused on bringing the broad range of Hexagon technologies to the US Federal government and its partners.  

Quick Hits 

Employees: 300 

Operating Locations: Chantilly, VA (HQ); Huntsville, AL; Lexington Park, MD, and other client sites across the US 

A day in the life of a Help Desk Analyst: 

The ideal candidate ensures that the Help Desk operates as a highly professional service that meets the needs of the customer. Follows procedures and process requests for assistance from users in a pleasant and professional manner. Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to procedures. Ensures log entries of user contacts provide information on faults and problems. Follows agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log. Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures. Task includes verification, support, and resolution of service tickets in the current IT ticket system related to IT customer support. Also includes end devices support such as cellular phones, tablets, iPhones and iPads as well as multifunctional devices. 

This job is for you if you: 

Possess excellent communication skills, have the ability to logically and quickly break down problems to achieve resolution, are customer service oriented and able explain complex technical issues in a clear and understandable way to the customer, show patience in dealing with difficult customers and be a team player. The ideal candidate will have recent and significant experience of working in an Information and Communication Technology Help Desk.

• CompTIA Security+ Certification
• Bachelor’s degree in a related IT technical field with 2 or more years of relative experience or equivalent
• Ability to keep up with technical innovations and IT trends
• Exceptional interpersonal and communication skills

Required Level of Security Clearance: Secret

No travel required

What we will provide in return:  

- Competitive health care plans with savings accounts 

- Dental and vision plans 

- 401k with 100% company match up to 6%, with immediate vesting on company match 

- Life and disability insurance 

- Learning Management System with robust offerings 

- Tuition Reimbursement Program 

- Flexible hybrid and remote working arrangements where possible 

- 13 paid holidays per year 

- Veterans’ focused Employee Resources Group with regular educational sessions and communications 

- Leadership Development Program with multiple learning options 

Hexagon US Federal is an Equal Employment Opportunity Employer. We comply with all applicable federal anti-discrimination laws and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in its job application procedures. If you have any difficulty using our online system and need an accommodation due to a disability, you may use the following email address, hr@hexagonusfederal.com and/or phone number (703) 264-5600 to contact us about your interest in employment with Hexagon US Federal.

All qualified applicants will receive consideration for employment without regard to protected veteran status, disability status, or any other protected class covered by federal, state, or local law. Hexagon US Federal participates in E-Verify.