Help Desk Analyst (HSPD-12)

Location: Washington, DC 20036 (Must be based in the Washington, DC area)
Job Type: Contract
Duration: 11 Months (Potential for Extension)
Schedule: Full-Time | 8 Hours per Day

Job Description

We are seeking a detail-oriented and customer-focused HSPD-12 Help Desk Analyst to support a U.S. federal government program. The ideal candidate will have entry-level help desk or IT support experience, strong communication skills, and the ability to troubleshoot user issues and manage support requests efficiently.

This position involves assisting users with government identity credentials, access-related inquiries, and technical support requests.

Key Responsibilities

• Provide help desk support by receiving, tracking, and resolving user support tickets.
• Assist users with identity credentialing, access-related issues, and associated tools.
• Troubleshoot technical and operational issues and provide timely resolutions.
• Deliver professional and friendly customer service to end users.
• Maintain accurate records and manage data using spreadsheets and databases.
• Assist users with Microsoft Office and Google Workspace applications.
• Support training and guidance for individuals using identity credentials and related systems.
• Collaborate with team members and project stakeholders to address support needs.
• Adapt to changing priorities while maintaining accuracy and attention to detail.
  

Required Qualifications

• High School Diploma or GED.
• No more than 3 years of experience in a help desk or IT support environment.
• Basic computer proficiency, including Microsoft Word, Excel, and PowerPoint.
• Familiarity with Google applications, including Gmail, Google Calendar, Google Docs, and Google Sites.
• Experience working with databases and handling support requests.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service skills and attention to detail.
• Ability to manage multiple tasks and work effectively in a team environment.
  

Preferred Qualifications

• Familiarity with HSPD-12, PIV cards, or Identity, Credential, and Access Management (ICAM).
• Knowledge of GSA USAccess credentialing tools and procedures.
• Experience supporting federal government agencies.
• Familiarity with Microsoft Project, Visio, and advanced Excel functions.
• Experience assisting users with government identity credentials and access systems.
  

Location Requirement

Candidates must currently be based in Washington, DC.

How to Apply

Interested candidates are encouraged to apply with an updated resume highlighting their help desk, IT support, troubleshooting, and customer service experience.

Arthur Lawrence is a US-focused management consulting and staffing firm placing talent across IT, finance, light industries, and pharmaceuticals. We work with Fortune 500 clients and operate with a delivery-first mindset backed by a strong internal training culture.