What are the responsibilities and job description for the Enterprise Service Desk Analyst position at Astrion?
Overview
Enterprise Service Desk Analyst
LOCATION: Columbia, MD
JOB STATUS: Full-time
CLEARANCE: Secret (Minimum)
CERTIFICATION: Sec (Minimum)
TRAVEL: Less than 10%
Astrion has an exciting opportunity for an Enterprise Service Desk Analyst.
Required Qualifications / Skills
Duties include, but are not limited to:
Enterprise Service Desk Analyst
LOCATION: Columbia, MD
JOB STATUS: Full-time
CLEARANCE: Secret (Minimum)
CERTIFICATION: Sec (Minimum)
TRAVEL: Less than 10%
Astrion has an exciting opportunity for an Enterprise Service Desk Analyst.
Required Qualifications / Skills
- Education/Experience:
- Bachelor's degree in Computer Science, Engineering or relevant field with 2 years of IT-related work experience OR
- Associates degree in Computer Science or related field and 5 years related experience
- Current relevant IT Industry (minimum CompTIA Security ) and Environment certification(s) (Cloud , MS Certified Solutions Associate (MCSA/MCSE), CCNA, Azure, and/or other relevant certifications) that meet DoD 8140 requirements.
- In addition to the education/experience requirements above:
- Minimum of 2 years’ experience as a help desk technician or other IT customer support role required.
- Solid understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic IT technical issues
- Ability to work in different environments (on-prem Windows & cloud-based Microsoft Office 365 & Azure Gov)
- Experience using tools including, but not limited to, Microsoft Defender, Intune, Remote Support, and Microsoft Entra ID
- Experience with Windows 11
- Excellent communication skills
- Customer-oriented and cool-tempered
- Active Security Clearance (minimum level: Secret)
- Experience with ManageEngine ServiceDesk Pro and Beyond Trust Remote Support
- Experience with Property/Asset Management
- Background of system administration with Linux (RHEL preferred) and Windows Server OS
- Background of Enterprise Network Administration
- Experience with Microsoft Azure or AWS Cloud Tenant administration
Duties include, but are not limited to:
- Workstation set-up and configuration (installing OS, install updates, provision workstation in Azure)
- Configuring, maintaining, and troubleshooting company laptop/desktop systems and related IT equipment peripherals
- Provide end-user assistance for workstation issues
- Manage Help Desk tickets in a timely manner
- Help users with software installations
- Help users with access to their accounts (password resets, etc.)
- Help users reconnect phones or add new phones for multi-factor authentication
- Help users with connection issues (e.g., VPN connectivity, access to Office 365 accounts)
- Help new users setup their computers on Day 1 (initial set-up of Multi-Factor Authentication; Set-up of Office 365 accounts; etc.)
- Printing assistance (help users that have trouble connecting to printers)
- Troubleshoot common hardware and software issues
- Provide users with their initial login credentials prior to onboarding
- Assist users with their desk phones (e.g., physical phones, soft phones)
- Assist with asset management and configuration management software tools
- Interface with internal IT and company organizations
- Cyberoperations - assist Cyber Ops team as needed to resolve cyber issues involving end users (e.g., help remediate detected virus or malware; identify who the users are for devices that exhibit suspicions behavior)
- Enterprise Infrastructure group: collect and relay user requirements to this group (e.g., communicate special hardware or software needs being requested by end users); assist with implementation of requirements in the overall IT infrastructure (e.g., Tier 1/Tier 2 support to infrastructure upgrades)
- Cybersecurity Compliance - assist Cyber Compliance team with audits and reviews and collecting evidence of cybersecurity controls
- Position requires Monday thru Friday on-site work at our corporate office in Columbia, MD.