Help Desk Analyst at Hexagon US Federal in Santa Rita, GU

About Octave Federal

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave Federal, the new brand identity for Hexagon US Federal, is an independent subsidiary of Octave exclusively focused on bringing the broad range of Octave technologies to the US Federal government and its partners. With more than 40 years of experience, we empower agencies and industry partners to operate with speed, precision and greater confidence.

Quick Hits

Employees: 150

Operating Locations: Chantilly, VA (HQ); Huntsville, AL; Lanham, MD, and other client sites across the US

We are seeking a Help Desk Analyst in San Rita, Guam.

A day in the life of a Help Desk Analyst: The ideal candidate ensures that the Help Desk operates as a highly professional service that meets the needs of the customer. Follows procedures and process requests for assistance from users in a pleasant and professional manner. Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to procedures. Ensures log entries of user contacts provide information on faults and problems. Follows agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log. Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures. Task includes verification, support, and resolution of service tickets in the current IT ticket system related to IT customer support. Also includes end devices support such as cellular phones, tablets, iPhones and iPads as well as multi-functional devices.

This job is for you if you:

Are an individual that possess excellent communication skills, have the ability to logically and quickly break down problems to achieve resolution, are customer service oriented and able explain complex technical issues in a clear and understandable way to the customer, show patience in dealing with diƯicult customers and be a team player.

The ideal candidate will have recent and and significant experience of working in an Information and Communication Technology Help Desk.

What we are expecting from you (i.e. the qualifications you must have):

• CompTIA Security+ Certification Ability to remain in a stationary position and operate a computer for extended periods.
• Occasional ability to move or transport items up to 50 pounds.
• Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety.
• Manage multiple tasks, prioritize, and maintain focus in dynamic environments.
• Demonstrate strong problem-solving, critical thinking, and analytical skills.
• Maintain consistent attendance, punctuality, and high professional standards.
• High School Diploma
• 2 or more years of experience in related IT technical field
• Ability to keep up with technical innovations and IT trends
• Exceptional interpersonal and communication skills

Required Level of Security Clearance:

• Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance.

• Security Clearance not required at the time of hire.

• No expected travel.

What we will provide in return:

• Competitive health care plans with savings accounts

• Dental and vision plans

• 401k with 100% company match up to 6%, with immediate vesting on company match

• Life and disability insurance

• Learning Management System with robust offerings

• Tuition Reimbursement Program

• Flexible working arrangements where possible

• 13 paid holidays per year

• Veterans’ focused Employee Resources Group with regular educational sessions and communications

• Leadership Development Program with multiple learning options

Octave Federal is an Equal Employment Opportunity Employer. We comply with all applicable federal anti-discrimination laws and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in its job application procedures. If you have any difficulty using our online system and need an accommodation due to a disability, you may use the following email address, hr@hexagonusfederal.com and/or phone number (703) 264-5600 to contact us about your interest in employment with Octave Federal.

All qualified applicants will receive consideration for employment without regard to protected veteran status, disability status, or any other protected class covered by federal, state, or local law. Octave Federal participates in E-Verify.

At Octave Federal, we prioritize a secure and thorough hiring process. Be aware that we will never extend an employment offer without a careful review and interview process, and all official communications from our representatives will come from a verified Octave Federal email address, never requesting upfront fees or sensitive information.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

Everyone is welcome. At Octave, we believe that bringing together people with different perspectives strengthens both our team and our work. We are committed to providing equal opportunities, treating all individuals with fairness, and fostering an environment where everyone can thrive.

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.