Help Desk Analyst
Help Desk Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Role: Help Desk Analyst
Location: Washington DC (Onsite)
Duration: 12 Months Contract
Responsibilities:
- Provide comprehensive Tier 1 and Tier 2 IT Service Desk support to NEA employees and contractors.
- Respond to service requests via telephone email voicemail and direct walkups ensuring timely and effective resolution.
- Manage and troubleshoot issues related to various technologies including Windows and Apple OS Microsoft Office Adobe products VOIP telephones network services video teleconferencing tools email support VPN and secure remote access solutions.
- Maintain and support a range of devices such as desktop computers laptops tablets smartphones printers scanners and other peripherals.
- Ensure compliance with Information Security and Privacy Awareness training and adhere to USGCB and DISA STIGS standards.
- Utilize service desk ticketing and tracking systems effectively maintaining accurate records of all interactions and resolutions.
- Participate in hardware moves setup and presentation support as needed.
- Provide training and guidance to users on various applications and systems.
- Collaborate with NEAs OITM and other teams to maintain update and improve IT services and processes.
Required Education and Experience:
- Associate or Bachelors degree in Information Technology Computer Science or a related field. Relevant experience may substitute for the degree requirement on a yearforyear basis.
- Proven experience in IT help desk support or a similar role demonstrating ability to handle both Tier 1 and Tier 2 support issues.
- Strong familiarity with Windows and Apple operating systems Microsoft Office suite Adobe Acrobat and various web browsers
- Experience in supporting VOIP telephones video teleconferencing tools (Zoom Microsoft Teams) and VPN solutions.
- Knowledge of service desk ticketing systems preferably experience with Crow Canyon or similar platforms.
- Understanding of Active Directory Office 365 and basic network support.
- Excellent problemsolving skills and ability to provide handson support for a variety of IT issues.
- Strong communication skills with an emphasis on providing exceptional customer service.
- Ability to work in a team and independently in a fastpaced environment.
- Any relevant certifications such as CompTIA A Network ITIL or Microsoft Certified Professional (MCP) would be advantageous.
- Must be able to complete Information Security Incident Response and Privacy Awareness training as per NEA requirements.
- Familiarity with healthcare or government sector projects is a plus.
Employment Type
Full Time
