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Help Desk Tier 1 at Pragmatics, Inc.

Posted in Information Technology 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Beltsville, Maryland

Job Description:

Would you like to perform rewarding work while contributing to the success of an established, growing company?  Pragmatics, Inc. is seeking a Help Desk Analyst to support an elite US Government agency.

An opportunity awaits you to become part of an innovative company in an exciting work environment: the U.S. Department of State Vanguard 2.1 program whose mission is delivering superior customer service to the Department of State employees and contracts.

As a Help Desk Analyst, you will performing the following responsibilities:

  • Answer Help Desk phones and provide Tier I support to users

  • Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)

  • Possess strong customer service and communications skills

  • Analyze, evaluate, and test software and hardware problems

  • Handle heavy call volume

  • Enter and update tickets in the contact management system

Required Skills

  • General understanding of Microsoft products and desktop hardware

  • Familiarity with current versions of the Windows Operating Systems (XP, 7)

  • Strong customer service and strong communication skills (both written and verbal)

  • Excellent interpersonal skills, especially ability to listen and understand what is being described

  • Drive to resolve customer issues and concerns as quickly as possible

Desired Skills

An industry certification  (e,g., Security +, A+, ITIL v3, HDI certifications are desired to begin work.) However, the certification must be completed within the first 60 days after start date.

Required Experience:

This position requires a High School diploma and 1-3 years of related experience.  In addition, you should be familiar with computer terms and customer service operations.


You must be able to obtain a Secret clearance.

Position requires reliable transportation as no local public transportation is available.

Company Overview

Join an established and reliable mid-tier government contractor with a reputation for excellence.  For 30 years, Pragmatics, Inc. has provided state-of-the-art technology services and solutions to the federal government.  We provide software engineering, agile business intelligence and analytics, audiovisual and learning technologies, cybersecurity, systems engineering, independent verification and validation, IT service management, program management, and transportation solutions.  Pragmatics has diverse contracts with both defense and civilian agencies.  We have been externally appraised at SEI CMMI® Level 5 and are ISO 9001, ISO/IEC 27001, and ISO/IEC 20000-1 certified.

Pragmatics strives to provide the highest level of customer satisfaction, as well as rewarding careers for our employees, who are hardworking, enthusiastic, and dedicated to superior performance.  We encourage you to find out more about our company and our benefits at:    Pragmatics is an Equal Opportunity Employer.  Minorities/Women/Veterans/Disabled.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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