Top 11 Help desk analyst Jobs in Warrenton, 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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Mid-I Technical Support Analyst
OCH Technologies LLC —Warrenton, VA
- Weekends as needed
- Microsoft Excel
- Microsoft Outlook
- Engineering
- Paid parental leave
- Paid holidays
5d
Analyst III, Technical Support
WM —Manassas, VA
- Full-time
- Computer science
- Computer Science
- Ability to walk for extended periods
- Employee stock purchase plan
- Paid holidays
Tech Support Analyst 2
Software Technology Inc —Culpeper, VA
- Mid-level
- Office
- Windows
Quick Apply
ACE Account Service Desk Specialist (Tier II – ASD)
Aretec Inc —Ashburn, VA
- Weekends as needed
- Remote
- Spanish
- English
- Mid-level
Quick Apply
Systems Integrator
Arcfield —Chantilly, VA
- $138,295.88 - $240,469.70 a year
- Full-time
- Computer science
- Computer Science
- Bachelor of Science
- Paid holidays
- Disability insurance
Epic Healthy Planet Analyst II
Vytwo —United States
- Full-time
- Remote
- 5 years
- Mentoring
- Senior level
Quick Apply

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Mobile Support Technician
Federal Professional Solutions —Washington, DC
Install monitors, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-…
From $30 an hour
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Desktop Support Specialist (Temporary Position)
Sanametrix —Washington, DC
Bachelor’s degree in a technical discipline with three (3) or more years of technical support experience or five (5) or more years technical support experience…
$23 - $27 an hour
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8d

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IT End User Services Analyst
Vertiv —Westerville, OH
They assist in analyzing and troubleshooting issues related to end-user computing digital assets (e.g., laptops, desktops, printers, mobile phones) and serve as…
Help Desk Analyst
eBusiness Solutions Inc. —Columbus, OH
Assist in developing training materials and deliver training sessions for state and county staff and child‑serving providers.
$17 - $21 an hour
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5d

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help desk analyst jobs near warrenton, 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

Quick Apply

Refine Your Search

help desk analyst jobs in warrenton, va

Help Desk Specialist I (Tier I Agent – Internal)

Mid-I Technical Support Analyst

Analyst III, Technical Support

Tech Support Analyst 2

ACE Account Service Desk Specialist (Tier II – ASD)

Systems Integrator

Epic Healthy Planet Analyst II

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