Benefits/Perks

Great Work Environment

Career Advancement Opportunities

Competitive Compensation

Job Summary

We are seeking an experienced Help Desk Analyst to join our team! As a Help Desk Analyst, you will be handling high-level escalations, creating performance reports for upper management, and making suggestions for overall operational improvements. The ideal candidate will have experience working in a help desk environment, strong leadership skills, and extensive technical experience.

Responsibilities

The candidate shall provide Helpdesk Support for systems through a range of activities that include: • Help Desk Support Services via on-site (in person), remote, telephone, and email, including support for specialized software and peripherals for Section 508 compliances. • Respond to and provide troubleshooting, technical support and resolution of support requests for desktop, laptop, tablet, mobile device applications, and printers. • Troubleshooting and resolving issues with desktop software applications, including Microsoft Office 365 Applications, VPN software, and other agency’s applications. • Performing proactive and preventive maintenance of desktop, laptop, tablet, and mobile devices to apply necessary changes to configuration, application of patch updates, etc. • Ensuring that desktop, laptop, tablet, and mobile devices security settings are configured in accordance with Chief Information Security Office (CISO) guidance. This includes, but is not limited to, access control, audit, and network configuration settings.

Qualifications

Experience: Minimum 5 years of experience as an Enterprise Services Desk Specialist. Responsible for providing highly technical expertise in enterprise systems and cloud systems (ie M365, AWS, Google platforms). Provides help desk support on IT Hardware and Software Systems and Applications. Accurately records and tracks calls using help desk software.