Description
Clearance Requirement: Eligibility for NASA Public Trust
We are seeking a responsive and service-oriented Help Desk Analyst to support users of NASA's Research and Education Support Services (NRESS) systems. This role provides both front-line and escalated technical support to users of standard desktop applications, email systems, and custom NASA platforms, including peer review and research management systems. The ideal candidate will have excellent troubleshooting skills, a commitment to customer care, and experience supporting users in a client/server or enterprise environment.
Key Responsibilities:
- Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person support.
- Provide troubleshooting support for software applications, email, system access, network connectivity, printers, and hardware issues.
- Support users of NASA research and peer review platforms (e.g., NSPIRES), ensuring timely and effective resolution of user challenges.
- Log, document, and track trouble tickets in the system, ensuring accurate categorization and timely follow-up.
- Develop and maintain user support documentation and reference guides.
- Escalate complex issues as needed and collaborate with system administrators, developers, or cybersecurity staff to resolve problems.
- Lead the refinement and maintenance of the help desk ticketing system, ensuring data quality and consistent use among junior analysts.
- Analyze trends in user issues and develop proactive support solutions to reduce recurring problems.
- Prepare reports on user inquiries, response times, and system support metrics for management and government stakeholders.
Required Qualifications:
- High school diploma or GED required; Associate's or Bachelor's degree preferred.
- At least 5 years of experience in help desk, desktop support, or IT customer service roles.
- Experience supporting users in a Windows client/server environment and with enterprise applications.
- Excellent interpersonal, verbal, and written communication skills.
- Proficiency in Microsoft Office applications, remote support tools, and ticket tracking systems.
- Strong organizational and documentation skills.
- Ability to obtain a NASA Public Trust clearance.
Preferred Qualifications:
- 10+ years of experience in IT support roles, including 5 years in a senior or lead help desk capacity.
- Experience supporting federal systems or science/research applications.
- Familiarity with NASA systems such as NSPIRES or similar platforms.
- ITIL certification or similar service desk training.
Why Join Us?
You'll play a key role in ensuring NASA personnel, contractors, and peer reviewers have reliable and responsive technical support, helping to maintain the smooth operation of systems that support scientific discovery and public service. Your work will directly impact NASA's ability to manage and evaluate its national research initiatives.
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Manhattan Strategy Group
Jun 30, 2025