Help Desk Analyst- Top Secret Clearance RequiredJob Locations US-NY-SchenectadyJob ID2025-5815# of Openings4CategoryTechnical Services & OperationsOpportunityThe Help Desk Analyst will support a project in Schenectady, NY. This individual must have an active DOE Q clearance or DoD Top Secret clearance at a minimum. This individual will be a full-time employee and will be responsible for providing Help Desk services to coordinate and respond to Incidents and Service Requests made by end users, technical staff, and external vendors.Security Clearance RequirementQ, Top SecretKey Responsibilities Call Center - Maintain ticketing system knowledgebase through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles Account Management - Resolve account lockouts / Two-factor authentication (2FA) blocks- Manage account creations, enablement, disablement, and terminations- Issue new passwords, temporary passwords, new 2FA credentials- Manage need-to-know (permissions) for accounts Hardware - Troubleshoot and resolve basic hardware issues for hardware peripherals- Troubleshoot and diagnose hardware issues for escalation to desktop support to- perform repairs- Create work orders for desktop support to move, add, or change computers and/or peripherals Software - Troubleshoot and resolve basic software issues for both commercial-the-shelf- (COTS) software products, as well as in-house developed applications- Assist in obtaining new software licenses for customers Miscellaneous - Troubleshoot and resolve basic web or SharePoint issues- Assist with issues regarding shared folders or groups- Troubleshoot and resolve basic computer support or software questions- Provide training for basic computing questions or tasksQualifications- High school diploma- IT help desk/call center experience, minimum required years can vary depending on highest degree level: - High school diploma + 7 years - Associate's Degree + 5 years - Bachelor's Degree + 1 year- Basic understanding of MS Office software suite- Basic understanding of computer equipment and core client system software- Strong customer service skills- Experience presenting technical solutions and concepts through verbal and written communications in a clear and concise manner- Active Q or Top Secret security clearanceHourly rate: $25-36About IMGFounded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 35 years. IMG Benefits: - Health, dental, vision, and life insurance- Short term and long term disability insurance- 401(k) with generous company match- Health Savings Accounts (HSA)- Personal leave plus paid federal holidays- Professional development and training assistance IMG is an equal opportunity employer including disability and protected veterans or other characteristics protected by law. Information Management Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Information Management Group is
