IT Support Analyst/Help Desk
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Summary
Help-desk role resolving end-user IT issues in a Windows environment — networks, web applications, software, and hardware — working rotating 8-hour shifts (including weekends) from Jacksonville, NC. Requires an Active Secret clearance and Security+ CE, indicating government contract support work.
Position: IT Support Analyst
Location: Jacksonville, NC, 28540
About the Role
3 Reasons Consulting, LLC, is seeking a skilled and proactive IT Support Analyst to manage and resolve IT support requests. This position is critical in ensuring the smooth operation of technical systems by providing exceptional support to end-users, diagnosing and resolving technical issues, and escalating complex problems when necessary. The IT Support Analyst will work rotating 8-hour shifts, including weekends, to provide consistent and reliable support coverage. If you are detail-oriented, solutions-focused, and passionate about IT support in a collaborative environment, this role is for you.
Primary Responsibilities
Location: Jacksonville, NC, 28540
About the Role
3 Reasons Consulting, LLC, is seeking a skilled and proactive IT Support Analyst to manage and resolve IT support requests. This position is critical in ensuring the smooth operation of technical systems by providing exceptional support to end-users, diagnosing and resolving technical issues, and escalating complex problems when necessary. The IT Support Analyst will work rotating 8-hour shifts, including weekends, to provide consistent and reliable support coverage. If you are detail-oriented, solutions-focused, and passionate about IT support in a collaborative environment, this role is for you.
Primary Responsibilities
- Track and Document: Record and monitor IT support requests from initiation to resolution, ensuring timely and accurate updates.
- Troubleshoot and Resolve: Assess technical issues, implement effective solutions, and escalate unresolved problems to next-level support.
- Technical Support: Provide support for network operations, web applications, software, and hardware in a Windows environment.
- Customer Communication: Maintain effective communication with end-users via phone, email, and in-person interactions, ensuring a positive support experience.
Security Clearance
- Active Secret Security Clearance
Certifications
- Required: Security+ CE certification
- Required: Windows 7 (or newer) certification or ability to obtain within 90 days of hire
Experience
- Minimum of 2 years in IT help desk support, covering networks, web applications, software, and hardware
Preferred Skills and Expertise
- Familiarity with Remedy for ticket management
- Experience in a call center or enterprise-level environment
- Active Directory administration
Technical Expertise
- Candidates should possess at least three (3) of the following:
- 2+ years as a PC technician
- 2+ years with Microsoft Operating Systems (Windows 7 or newer) and Office applications
- 2+ years managing and supporting peripheral devices (e.g., printers, scanners)
- 2+ years in basic networking (e.g., cabling, wireless networks)
- 2+ years with remote access technologies (e.g., VMware, VPN)
- 2+ years with security systems (e.g., Anti-Virus, WSUS, Retina, HBSS)
- 2+ years using remote support applications (e.g., DameWare, Juniper, SCCM)
Benefits at 3 Reasons Consulting
At 3 Reasons Consulting, we are committed to supporting the well-being of our team with a comprehensive benefits package that includes both company-paid and shared-cost options. Our benefits are designed to enhance your health, financial security, and work-life balance to help you thrive personally and professionally as a valued member of our team.
Company-Paid Benefits
- Short/Long Term Disability
- Basic Life Insurance
- Direct Payroll Deposit
- Leave Accrual
- Holidays
- 401(k) Match
Employee / Company Shared Benefits
- Additional (Voluntary) Life Insurance
- 401(k)
- Medical Coverage
- Dental Coverage
- Vision Care Plan
- Flexible Spending Account Plan
3 Reasons Consulting is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination or harassment and hold all 3 Reasons employees accountable to protect this mission.
We do not discriminate on the basis of race, color, gender, religion, national origin, sexual orientation, age, marital status, veteran status, military status, disability status, or any other characteristic protected by federal, state, or local law. All applicants will receive consideration for employment without regard to protected bases.