Helpdesk & Command Center Analyst (L1/L2)

Job Title: Helpdesk & Command Center Analyst (L1/L2)

Location: Washington, DC (Hybrid)

Job Summar

yWe are seeking a highly motivated Helpdesk & Command Center Analyst (L1/L2) to serve as a single point of contact for end-user support while also providing real-time monitoring and operational support for critical IT infrastructure. The ideal candidate will have experience in both Service Desk/Helpdesk operations and Command Center/NOC environments, ensuring timely incident resolution, service continuity, and operational excellence

.Key Responsibilitie

sHelpdesk (L1/L2 Support

• )Act as the primary point of contact for users via phone, email, and ticketing portal
• .Log, categorize, prioritize, and route incidents and service requests
• .Perform L1/L2 troubleshooting for
• :Password resets and account unlock
• sAccess-related issue
• sBasic application suppor
• tDesktop, network, and connectivity issue
• sFulfill service requests including
• :User onboarding and offboardin
• gAccess provisionin
• gSoftware installations and configuration
• sEscalate unresolved issues to appropriate support teams
• .Maintain accurate documentation of incidents, resolutions, and support activities
• .Ensure compliance with established SLA and operational procedures

.Command Center (L1/L2 Operations

• )Perform 24x7 monitoring of IT infrastructure, including servers, networks, applications, and cloud environments
• .Monitor alerts and events using enterprise monitoring tools
• .Identify, analyze, and respond to incidents in real time
• .Conduct event correlation and alert management activities
• .Track and monitor system performance metrics such as CPU, memory, storage, and network bandwidth utilization
• .Escalate critical incidents following established operational procedures
• .Coordinate with infrastructure, application, and cloud teams during major incidents
• .Prepare operational reports and incident summaries

.Required Skills & Qualification

• s3+ years of experience in Helpdesk, Service Desk, IT Support, Command Center, NOC, or IT Operations environments
• .Hands-on experience with ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar platforms
• .Experience supporting Windows environments, Active Directory, and user access management
• .Knowledge of incident management, problem management, and service request processes
• .Experience with infrastructure monitoring and alert management tools
• .Understanding of networking fundamentals, servers, operating systems, and cloud environments
• .Strong troubleshooting, communication, and customer service skills
• .Ability to work in a fast-paced operational environment and manage multiple priorities

.Preferred Qualification

• sExperience in government or federal environments
• .ITIL Foundation certification
• .Experience with enterprise monitoring tools such as SolarWinds, SCOM, Nagios, Dynatrace, Splunk, or similar platforms
• .Familiarity with cybersecurity and operational security best practices

.Educatio

• nBachelor''s degree in Information Technology, Computer Science, or a related field preferred
• .Equivalent combination of education and experience will be considered

.Additional Requirement

• sActive Security Clearance (required)
• .Ability to support shift-based operations, including evenings, weekends, and holidays as needed
• .Strong documentation and communication skills