Help Desk Support Analyst - remote

Help Desk Support Analyst

Number of Openings: 1

Job Title: Help Desk Support Analyst

Occupational Category: Please choose the most appropriate choice based on the job title and description.

Duties and Responsibilities of Job: Job Description

Help Desk Support Analyst - REMOTE

Why you want to work at Flexion: We\'re looking for a Help Desk Support Analyst to work on a five year project with a government client. Most of the work we do is on large-scale, enterprise-wide systems (both commercial and government)-this project in particular will support the design, development, and deployment of secure, scalable applications for a Federal Government client. At Flexion (an agile software company that\'s been delivering excellence for over 25 years), our company culture is built on autonomy, trust, and transparency. We empower teams to remain self-sufficient and self-directed by hiring people who can solve complex problems through collaboration-this means lending a hand and flexing your multi-skilled muscles (adjacent skills for role), etc. as needed. Every member of a cross-functional team is a leader who takes responsibility for the entire team\'s success, mirroring the company\'s overall low-bureaucracy structure. We believe that growth comes from working together-and that includes supporting each other through thoughtful, constructive feedback. Flexion team members are expected to help each other grow, challenge ideas respectfully, and integrate feedback as a normal part of the workday.

What the job looks like: We are seeking a dedicated and customer-focused Help Desk Support Analyst to provide Tier 1 and Tier 2 technical support for a Federal Government program. The ideal candidate will possess a strong understanding of desktop support, user account management, and Federal IT security standards, along with excellent communication and troubleshooting skills. This role is critical to ensuring uninterrupted IT operations and compliance within a FISMA and CMMC Level 2-aligned environment. The Help Desk Analyst will respond to incidents, service requests, and change tickets while maintaining compliance with the agency\'s ITIL-based service management processes.

Provide Tier 1 and Tier 2 support for end-users across Federal systems, applications, and networks.

Respond to and resolve incidents via Zendesk, Jira or similar ITSM ticketing systems within established SLAs.

Support account provisioning, password resets, and access requests in accordance with RBAC and least-privilege principles.

Troubleshoot and resolve issues related to Windows 10/11, Microsoft 365, VPN, application and remote connectivity.

Assist with configuration, imaging, and deployment of new workstations and mobile devices.

Escalate complex technical issues to higher-tier support or system administrators as appropriate.

Maintain accurate records of incidents, resolutions, and service requests.

Perform routine checks to ensure systems are compliant with security patching, antivirus, and encryption requirements.

Support onboarding and offboarding activities in coordination with HR and Security.

Participate in continuous improvement initiatives for help desk processes and documentation.

Why we want to hire you: You can deliver in small pieces as you go, while still thinking about how they fit into the whole. You welcome change as a positive (instead of viewing it as \"rework\") and never consider anything you deliver \"final.\" Although you understand that what you deliver may not be complete, you never knowingly deliver something that is wrong or of poor quality. You actively contribute to a learning team culture, offering and receiving feedback with curiosity and respect.

Required Qualifications

Ability to obtain and maintain a Public Trust Clearance.

Associate\'s or Bachelor\'s degree in Inform