Job Title : Help Desk Analyst II

Location : Alexandria, VA

Position Type : Contract to Hire

Schedule : Hybrid - Flexible - 3 days minimum onsite however some weeks might require more of an onsite presence.

Job Description :

The Help Desk Analyst II plays a critical role in providing technical support and ensuring a superior user experience for our internal and external stakeholders.

Key Responsibilities :

• Provide timely and effective technical support to users via telephone, email, chat, and ticketing system.
• Troubleshoot and resolve desktop, application, telephony, and network issues with a focus on minimizing downtime and maximizing user productivity.
• Set up, repair, upgrade, and troubleshoot computer hardware, software, and peripherals.
• Maintain an accurate inventory of equipment, software applications, and licenses.
• Ensure compliance with service level agreements (SLA) by responding to and resolving service desk requests in a timely manner.
• Escalate unresolved issues to the appropriate agents and follow up until resolution.
• Proactively offer recommendations, assistance, and solutions to improve the user experience.
• Support asset acquisition, installation, configuration, and maintenance.
• Manage and support various cloud-based applications.
• Provide audio / visual support for meetings, webinars, and conferences.
• Document and communicate confirmed issues to engineering teams and key stakeholders.
• Conduct training sessions for end users to improve their technology competency.
• Contribute to the development of job aids, knowledge base articles, and operating mechanisms.
• Manage and enhance the configuration of internal case management software.
• Monitor, maintain, and update network printers and other devices.
• Assist with onboarding and offboarding of employees and contractors.

Qualifications :

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 3 years of experience in a technical support role, preferably in a help desk environment.
• Proficiency in Citrix Technologies, Database management, EO / IR systems, Lotus Notes, Microsoft products, and Active Directory.
• Strong problem-solving skills and ability to troubleshoot technical issues independently.
• Excellent communication and interpersonal skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Certifications such as CompTIA A , Microsoft Certified IT Professional (MCITP), or equivalent are a plus.

Last updated : 2024-04-26