About Swingtech

Swingtech delivers innovative Information Technology and Professional Support services to a diverse range of clients across the federal and intelligence communities. With over 15 years of trusted experience as a systems integrator, we apply agile methodologies and deep industry insight to help our customers achieve greater efficiency, compliance, and cost savings. At Swingtech, we’re committed to excellence and long-term success for our clients and our team.

Clearance Requirement: Active Secret (or the ability to obtain and maintain)
Citizenship Requirement: U.S. Citizenship Required

We are currently seeking a Help Desk Analyst to provide Tier I user support, incident management, and troubleshooting for mission-critical IT systems. Details are below:

RESPONSIBILITIES:

• Deliver Tier I customer support services, including profile management, password resets, company registration assistance, and basic navigation of PM/DDTC systems.
• Provide guidance on DDTC registration, commodity jurisdiction (CJ) requests, advisory opinions (AO), and export licensing procedures.
• Troubleshoot application issues for internal and external users; identify bugs or deficiencies and recommend/develop solutions when feasible.
• Serve as first point of contact for PM/DDTC application-related incidents; escalate complex issues to management or technical teams as necessary.
• Maintain detailed issue logs in PM/DDTC’s ITSM platform (e.g., ServiceNow); contribute to the improvement of the knowledge base.
• Support public comment collection on Federal Register notices.
• Ensure data transfers between PM/DDTC and interagency/departmental systems are executed and verified.
• Collaborate with system engineers, IRM staff, network specialists, and other stakeholders to resolve system or data flow issues.
• Assist in creating or updating SOPs, SLAs, and required documentation for system support processes.
• Maintain a high level of customer service, professionalism, and responsiveness in all user interactions.
• Contribute to daily operations reports (e.g., IT Systems Morning Report) and communicate potential system or security issues to leadership.
• Provide occasional assistance to Entry-Level Help Desk staff, including desktop support.
• Perform administrative and escort duties as needed.
• May require CONUS travel.

ELIGIBILITY & QUALIFICATIONS:

• Bachelor’s Degree and a minimum of 3 years of IT support and/or service desk experience.
• Must be a U.S. citizen and able to obtain/maintain a Secret clearance.
• Strong organizational, communication, and interpersonal skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access); working knowledge of Microsoft SharePoint.
• Familiarity with Jira, Confluence, Chrome, Firefox, Windows 7/10, and ServiceNow preferred.
• Ability to work independently in a high-volume, fast-paced environment.
• Skilled in problem-solving and critical thinking with a customer-first mindset.
• Experience in Agile development environments is a plus.
• Comfortable using office equipment (phones, copiers, scanners, fax machines, etc.).
• Experience training end users on application functionality is a strong plus.

Summary of Benefits

• 15 PTO days
• 11 paid holidays
• Medical Insurance with – 3 options (HSA with $600 Employer Contribution).
• Dental Insurance with no age limit orthodonture.
• Vision Insurance through EyeMed in and out of network coverage.
• Short Term and Long-Term Disability coverage with 100% premium support,
• Life insurance and AD&D with 100% premium support
• Supplemental Life Insurance
• Critical Care and Accident Insurance availability
• Pet Insurance through Nationwide
• Employee Assistance Program
• 401k with enrollment from day one. 4% deferral by company.
• $1500 Annual Training Budget
• $1500 Referral bonus
• Eligibility for annual merit and discretionary bonus
• Flexible work arrangements

Equal Opportunity Employer Minority/Female/Veterans/Disabled