Help Desk 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 seeking a Help Desk Analyst to support IT customer operations in San Rita, Guam. The ideal candidate will provide professional, responsive technical support to end users, ensuring timely resolution of service requests while maintaining high standards of customer service. This role requires strong problem-solving skills, effective communication, and the ability to troubleshoot a wide range of IT issues, including end-user devices and enterprise systems, within a structured help desk environment.

Responsibilities

• Provide Tier I/II help desk support to end users in a professional and customer-focused manner 
• Log, track, and manage service requests and incidents within the IT ticketing system 
• Troubleshoot and resolve hardware, software, and network-related issues 
• Support end-user devices including laptops, desktops, mobile phones, tablets, iPhones, and iPads 
• Maintain accurate documentation of issues, resolutions, and troubleshooting steps in call logs 
• Follow established procedures and workflows for incident management and service delivery 
• Research known issues using documentation and prior tickets to identify solutions 
• Escalate unresolved issues to appropriate teams as needed 
• Assist in maintaining and enforcing change control procedures within the support environment 
• Ensure timely response and resolution in accordance with SLAs and organizational standards

Education and Experience

• High School Diploma or equivalent required 
• Minimum of 2+ years of experience in an IT help desk or technical support role 
• Demonstrated experience working in an Information and Communication Technology (ICT) help desk environment 
• CompTIA Security+ is required

Required Skills

• Strong customer service orientation with excellent interpersonal skills 
• Ability to clearly communicate technical concepts to non-technical users 
• Strong analytical, troubleshooting, and problem-solving skills 
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment 
• Familiarity with IT ticketing systems and support workflows 
• Ability to stay current with emerging technologies and IT trends 
• Physical ability to sit for extended periods and lift up to 50 pounds when necessary 
• Strong written and verbal communication skills in English 
• Reliable attendance, punctuality, and professionalism

Security Clearance

• Must be a U.S. Citizen  
• Active 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.