What are the responsibilities and job description for the Helpdesk Analyst position at NFF Inc?
About NFF
Since 1996, NFF has designed, architected, and delivered IT network and security solutions to many state, and local government agencies, K-20 educational institutions, federal agencies, and large enterprise businesses across the mid-Atlantic. NFF is a technology services and solutions provider, specializing in next-generation IT infrastructure including networks, data centers, cloud migrations, IT security, collaboration and mobility, and full/part-time staff augmentation services. Our solutions, professional services and IT staffing portfolio are centered around building more resilient, secure, adaptive, and intelligent IT infrastructure and include comprehensive assessment, architecture, design, integration and installation services, and ongoing performance management services though our Network Operations Center (NOC).
NFF is a Cisco Gold Partner with a Customer Experience Specialization and was a “Cisco Top-5 Mid-Atlantic SLED Partner” in 2019, 2020 and 2022. NFF has maintained Cisco Gold Partnership since 2008, is the only Cisco Gold Partner headquartered in the District of Columbia. In addition to Cisco, NFF has key partnerships with many manufacturers and IT solution providers including, Rapid7, Arctic Wolf, VMware, NetApp and Splunk.
NFF is a District of Columbia (DC) Certified Business Enterprise (CBE) and a SBA Certified Small Business with headquarters in downtown Washington, DC. Our dedication to quality is reflected in our accomplishment of being awarded multiple ISO 9001:2015 certifications.
About this Position / Responsibilities
- Provide IT on-site support for all sites (HQ site and all remote sites)
- Provide technical support for Apple Devices and Dell Devices
- Provide Apple training to the end users
- Provide expert-level Audio/Video (AV) support to boardrooms and conference rooms
- Respond to requests for technical assistance in person, via phone, or electronically
- Receive and respond to IT support requests in a timely manner, following set procedures for logging, reporting, and monitoring the desktop environment set by the IT Director
- Provide assistance in areas of project management and running and managing large projects.
- Manage operations, projects, and administer help desk software
- Track and route problems and requests, and document resolutions
- Track asset inventory, warranty, and license information, and update the asset management system
- Troubleshoot and resolve problems with:
- Windows 11 Desktop and mobile device systems on-site, remotely or by phone.
- Office 365 hosted applications, SharePoint, and additional workplace software products
- Printers, devices, Cell phones, tablets, and other mobile/wireless devices and peripherals.
- Provide guidance and training to Staff on the operation of systems and products, and where appropriate, provide recommendations for improvements.
- Responsible for hardware and software deployments and IT inventory of said equipment.
Qualifications
- Reliable personal transportation to provide service and equipment transport at the remote sites required in a timely manner each workday.
- 2-5 years of experience
- Able to lift 40 pounds regularly required.
- Maintain accurate inventory records
- Always demonstrate proactive customer care behaviors.
- Prior experience tracking and maintaining accurate IT Inventory records.
NFF Disclosures
NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:
- Medical, Dental and Vision, Health Savings Account, Flexible Spending Account
- STD, LTD, Supplemental life insurance and ADD&D
- Comprehensive 401k plan
- Paid Time Off
NFF is an Equal Opportunity Employer.
Important Notice: All NFF Inc communications come from @nffinc.com. Emails from other domains claiming to be NFF are likely scams. Be cautious, verify senders, and report suspicious messages immediately.
