​This is a remote Helpdesk Analyst role within IPTA’s Technology Solutions Team, focused on providing technical assistance and support to end users for hardware, software, and systems, particularly within major government and business organizations. The role involves detailed troubleshooting, acting as the primary user contact, and potentially contributing to testing, documentation, and user training.

• ​Location: Remote.
• ​Experience: Five (5) years of experience in a similar role.
• ​Education: Bachelor’s degree in an IT related field preferred.
• ​Clearance Requirement: Active Security clearance required.
• ​Focus: Analyzing and resolving user problems, determining root cause (hardware, software, or system), and collaborating with technical leads and vendors.

​Key Responsibilities: Troubleshooting and User Support

​The Helpdesk Analyst is responsible for the technical resolution of user issues and may take on additional consultative or training duties.

• ​Technical Resolution: Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems. This includes studying and resolving computer software and hardware problems.
• ​Diagnostic Procedures: Acts as a contact for users, determining the root cause of problems (whether caused by hardware, software, or system), and using diagnostic software or instructions to guide the user.
• ​Research and Collaboration: Talks with co-workers and programmers to research solutions or explain software errors. Calls software and hardware vendors to request service regarding defective products.
• ​Documentation & Training (May include): May write or revise user-training manuals and procedures, develop training materials, and train users on-site or in a classroom.
• ​Installation & Consulting (May include): May install microcomputers, software, and peripheral equipment. May work as an in-house consultant to research alternate approaches or conduct office automation feasibility studies (e.g., work flow analysis and cost comparisons).

​Required Background

​The position requires significant prior experience in technical support and a mandatory security clearance.

• ​Experience: Five (5) years of experience in a similar role.
• ​Clearance: Active Security clearance is required.
• ​Education: Bachelor’s degree in an IT related field is preferred.