Help Desk Analyst

Our client is seeking a versatile Help Desk Analyst / Systems Administrator to join a small team supporting users of an external-facing application. This role combines hands-on technical support, system administration, and light development support.

The ideal candidate is comfortable diagnosing and resolving technical issues independently, including database updates, permissions adjustments, and application configuration changes. While code changes are handled by the development team, this role will create detailed development tickets and may assist with minor development tasks when helpdesk demand is low.

This position requires strong troubleshooting ability, clear documentation skills, and the ability to collaborate effectively with development, security, and product teams.

• Serve as the primary point of contact for incoming application support and helpdesk requests.

• Troubleshoot and resolve technical issues including permissions changes, database updates, and application functionality issues.

• Perform system administration tasks across application environments and user management platforms.

• Create and manage user accounts, permissions, and system access.

• Diagnose issues using application logs, monitoring tools, and system diagnostics.

• Document resolutions, maintain knowledge base articles, and ensure consistent support processes.

• Create detailed, development-ready tickets for issues requiring code changes.

• Assist with small development tasks or enhancements when helpdesk workload allows.

• Collaborate with development, security, and product teams to ensure smooth system operations.

• Active Secret Security Clearance

• CompTIA Security+ certification

• 2–4 years of experience in helpdesk, IT support, or system administration roles

• Experience performing routine helpdesk support including:

  • Database updates

  • Permission changes

  • Account creation and management

  • Certificate or authentication troubleshooting

• Strong troubleshooting and problem-solving skills

• Experience working with ticketing systems and documenting technical work

• Experience reviewing application logs and monitoring tools

• Experience with Python, PowerShell, or another scripting language

• Familiarity with software development workflows such as Git, branching, and code reviews

• Basic understanding of APIs or application integrations

• Exposure to cloud environments such as AWS or Azure

• Experience supporting product or application teams