Top 115 Help Desk Analyst Jobs in Reston, VA

Help Desk Specialist I (Tier I Agent – Internal)
Aretec Inc —Ashburn, VA
- Weekends as needed
- Hybrid work
- Windows
- High school diploma or GED
- 1 year
- Paid holidays
- Health insurance
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FSR Analyst
DCI Solutions —Washington, DC
- $100,000 - $140,000 a year
- Full-time
- Classroom
- 5 years
- Java
- Health savings account
- Relocation assistance
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14d
FSR Analyst
DCI Solutions —Washington, DC
- $100,000 - $140,000 a year
- Full-time
- Classroom
- 5 years
- Java
- Health savings account
- Relocation assistance
Quick Apply
Tier 2 IT Support Specialist
Evolver Inc —Reston, VA
- Weekends as needed
- Remote
- Background check
- Microsoft Outlook
- Mid-level
- Health insurance
- Dental insurance
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6d
Part-Time IT Support Assistant
TSTC —Arlington, VA
- $18 - $30 an hour
- Part-time
- Hybrid work
- Microsoft Outlook
- Office
- Windows
- Employee assistance program
- Flexible schedule
IT Analyst
FSi Strategies —Tysons, VA
- $50,000 - $60,000 a year
- Full-time
- Hybrid work
- Mid-level
- Office
- Ability to lift 50 pounds
- Health insurance
- Dental insurance
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Call Center Analyst - HR Desk
NuAxis Innovations —Reston, VA
- Online Application
- Research
- Mid-level
- High school diploma or GED
Tier I Help Desk Analyst
KeenLogic —Washington, DC
- Full-time
- Background check
- Research
- Mid-level
- Paid time off
- Vision insurance
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7d
Tier II Help Desk
KeenLogic —Alexandria, VA
- Full-time
- Mid-level
- Office
- 3 years
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ACE Account Service Desk Specialist (Tier II – ASD)
Aretec Inc —Ashburn, VA
- Weekends as needed
- Remote
- Spanish
- English
- Mid-level
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Help Desk Analyst
CACI —Fort Belvoir, VA
- $86,600 - $181,800 a year
- Full-time
- Mid-level
- Office
- Bachelor's degree
- Health insurance
6d
Service Desk Analyst
Highrise Consulting Inc —Bethesda, MD
- $24 - $28 an hour
- Full-time
- Remote
- Research
- Mid-level
- Analysis skills
- Paid holidays
- Disability insurance
Help Desk/Desktop Support Analyst
Edgewater Federal Solutions, Inc. —Washington, DC
- $115,594 - $121,678 a year
- Overtime
- Microsoft Outlook
- Computer Science
- Bachelor of Science
- AD&D insurance
- Paid holidays
13d
Junior CIC Analyst
Maximus —Tysons, VA
- $40,000 - $50,000 a year
- Remote
- Computer science
- Azure
- Computer Science
- Paid holidays
- Disability insurance
Service Desk Analyst
RIVIDIUM —Alexandria, VA
- Weekends as needed
- Mid-level
- Bachelor's degree
- Experience equivalent to degree accepted
Service Center Analyst
NuAxis Innovations —Sterling, VA
- Online Application
- Hybrid work
- Mid-level
- Windows
- High school diploma or GED
3d
IT Support Center Specialist (Tier 1)
Optimal Networks, LLC —Rockville, MD
- $25 - $28 an hour
- Full-time
- Hybrid work
- Background check
- Customer service
- Writing skills
- Health insurance
- Dental insurance
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13d
CIC Analyst
Maximus —Tysons, VA
- $40,000 - $65,000 a year
- Remote
- Computer science
- Azure
- Computer Science
- Paid holidays
- Disability insurance
Service Center Frontline Account Manager
CACI —Chantilly, VA
- $61,100 - $122,200 a year
- Weekends as needed
- Mid-level
- Windows
- 1 year
- Health insurance
7d
IT Help Desk Analyst - Navy Undersea Warfare Program Support
Synchron, LLC —Washington, DC
- $70,000 - $80,000 a year
- Full-time
- Computer science
- Computer Science
- Mid-level
Quick Apply

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Help Desk Analyst jobs near Reston, VA

Help Desk Specialist I (Tier I Agent – Internal)

Aretec Inc -
Ashburn, VA

Quick Apply

Job Details

Full-time

Benefits

Paid holidays
Health insurance
Dental insurance
401(k)
Paid time off
Vision insurance
401(k) matching

Qualifications

Windows
High school diploma or GED
Customer support
Productivity software
Active Directory management

Full Job Description

Help Desk Specialist I (Tier 1 Agent – Internal)

CBP Technology Service Desk (TSD)

Location: Remote

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)

Employment Type: Fulltime

Clearance Requirement: CBP Background Investigation (Unclassified)

About Aretec

At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, datadriven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and highimpact solutions that support mission success.

Position Summary

Aretec is seeking a Help Desk Specialist I (Tier 1 Agent – Internal) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering firstlevel technical support and customer service. The ideal candidate is customerfocused, technically capable, and comfortable working in a fastpaced, missioncritical environment.

What You'll Do

Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment.
Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, selfservice tickets, and email.
Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for nextlevel support.
Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to:
CBP webbased and clientbased applications
Email and messaging systems
Mobile devices
Hardware (printers, desktops, laptops, peripherals)
Network connectivity
Workstation login and PIV card issues
Remote access, VPN, and DHS Workplace connectivity
Perform password resets, account unlocks, and initial request intake in compliance with security policies.
Provide firstcall resolution using established troubleshooting techniques and approved knowledge articles.
Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and thirdparty vendors, using ticket transfer and warmcall transfer methods.
Monitor ticket status and proactively communicate updates and resolution progress to customers.
Identify and escalate potential major incidents affecting multiple users.
Participate in major incident bridge calls and communicate customer impact as required.
Handle sensitive or VIP customer contacts with timely, accurate escalation and followup.
Verify ACE Portal accessibility following scheduled maintenance or outage events.

Required Qualifications

High school diploma or equivalent.
Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.
Working knowledge of Windows operating systems, Microsoft Office, Active Directory, and basic networking concepts.
Strong customer service skills with clear and professional verbal and written communication.
Ability to work rotating shifts, including nights, weekends, and holidays.
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications

CompTIA A+ or similar entrylevel IT certification.
HDI Customer Service Representative (CSR) or Support Center Analyst (SCA) certification.
Experience using the ServiceNow ITSM platform.
Experience troubleshooting VPN solutions such as GlobalProtect or Zscaler.
Prior federal government or CBP help desk experience.
Experience with Amazon Connect or similar Automatic Call Distribution (ACD) systems.

Why Join Aretec

Support a highvisibility, missioncritical CBP operational environment.
Gain experience supporting enterprisescale federal IT systems.
Opportunities for growth within service desk, operations, quality, training, and program management career paths.
Competitive compensation and benefits, including:
Health, Dental, and Vision Insurance
401(k) with Employer Match
Paid Time Off and Holidays
Training and Certification Support

Equal Opportunity Employer

Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status

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Refine Your Search

Help Desk Analyst jobs in Reston, VA

Help Desk Specialist I (Tier I Agent – Internal)

FSR Analyst

FSR Analyst

Tier 2 IT Support Specialist

Part-Time IT Support Assistant

IT Analyst

Call Center Analyst - HR Desk

Tier I Help Desk Analyst

Tier II Help Desk

ACE Account Service Desk Specialist (Tier II – ASD)

Help Desk Analyst

Service Desk Analyst

Help Desk/Desktop Support Analyst

Junior CIC Analyst

Service Desk Analyst

Service Center Analyst

IT Support Center Specialist (Tier 1)

CIC Analyst

Service Center Frontline Account Manager

IT Help Desk Analyst - Navy Undersea Warfare Program Support

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