HelpDesk Analyst

Description

Help Desk Analyst: 

At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value – not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We’d love for you to join our team!

Job Summary:

B&A is looking for a Help Desk Analyst to join a contract with a federal government client in support of an important mission. In this role, you will serve as a key frontline technical resource, responsible for troubleshooting hardware and software issues, managing service requests, and providing exceptional support across a range of end-user technologies, including workstations, mobile devices, and multifunctional peripherals. You will ensure Help Desk operations are run efficiently and in alignment with ITIL-based best practices, focusing on rapid issue resolution, knowledge capture, and continuous service improvement. This is a great opportunity for a detail-oriented, technically capable individual who thrives in a fast-paced, user-facing IT support environment.

Responsibilities:

• Respond to and resolve Tier 1 and Tier 2 technical issues related to desktops, laptops, printers, network connectivity, and mobile devices.
• Log and manage service tickets in the IT ticketing system (e.g., ServiceNow, Remedy), ensuring accuracy and completeness of entries.
• Monitor ticket queues, prioritize tasks, and escalate unresolved issues to senior IT staff when necessary.
• Configure and deploy end-user hardware and software, including imaging of laptops/desktops, software installations, and account setups.
• Support mobile device users (e.g., iPhones, iPads, Androids) by troubleshooting connectivity, configuration, and security settings.
• Perform password resets, account unlocks, and user provisioning within Active Directory and other systems.
• Document troubleshooting steps, solutions, and known issues to contribute to the internal knowledge base and process improvement.
• Communicate clearly and professionally with users, providing timely updates and explanations in a user-friendly manner.
• Track and maintain hardware inventory, including laptops, accessories, and peripherals.
• Ensure compliance with IT security policies and procedures, including DoD and organization-specific standards.
• Assist with onboarding and offboarding of personnel by preparing equipment and revoking/assigning system access.
• Follow established change control and incident response processes to maintain continuity and minimize service disruptions.
• Contribute to quality assurance efforts by participating in team meetings, sharing feedback, and recommending process improvements

Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field — or equivalent combination of education and 2+ years of experience in IT help desk or technical support roles 

Required Skills:

• Proven ability to analyze and resolve issues logically and efficiently
• Familiarity with ticketing systems such as ServiceNow, Remedy, or Jira Service Desk
• Experience supporting a wide range of IT end-user hardware and software
• Excellent interpersonal and communication skills, both written and verbal
• Ability to handle multiple tasks, prioritize issues, and work effectively under pressure
• Strong documentation skills and attention to detail

Security Clearance

• Eligible for a secret clearance. 

More About B&A:

Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.

Benefits and Programs

B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A’s 401(k) plan is available to all employees and includes a company matching contribution.

B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:

• The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
• A formal mentorship program
• Job shadowing and cross training opportunities
• Brand Ambassador program
• Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
• Monthly teambuilding events
• B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more

At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.

EEO

B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A’s offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.

EEO is the Law

B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 Form to confirm work authorization.