Title: L2 Helpdesk Analyst (Desktop Support)

Location: McLean, Virginia - Hybrid

Here’s What You’ll Do:

 Provide exceptional customer service at the walkup service desk to resolve incidents

immediately and expedite fulfillment of requests.

 Provide remote support over the phone using remote desktop tools.

 Assist employees with installation, configuration, and troubleshooting of computer hardware

– laptops, desktops, peripherals, printers, mobile devices.

 Ability to triage tickets and troubleshoot independently.

 Install and support desktop software for corporate laptops.

 Assist with the onboarding and offboarding process. Provision/deprovision user accounts

and application access. Create and maintain laptop images.

 Document and resolve all tickets in a timely manner, adhering to established SLAs.

 Interact with vendor support to resolve technical problems with hardware and/or software.

 Create and maintain internal IT knowledge base articles to document procedures.

 Create end user documentation (“How To”, “FAQ”).

Requirements:

 Experience with Azure Active Directory, Exchange, SharePoint, Teams, and basic network

troubleshooting.

 Experience in Endpoint services (Intune for iOS).

 Excellent customer service, attention to detail, communication and documentation skills.

 Must be a team player and willing to work “outside the box” to get things done as needed.

 Experience working in an IT Service Desk environment.

 Experience configuring and troubleshooting Windows & Mac laptop.

 Experience troubleshooting Microsoft Office applications and administering Office 365

accounts.

 Microsoft Teams, Apple MacBook.

 Be highly motivated, able to work with minimal supervision, and adapt to changes as

needed.

Job Type: Contract

Pay: $22.11 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift

Experience:

• Customer support: 1 year (Preferred)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: On the road