Help Desk Analyst,

The Help Desk Analyst provides first-response support to customers, troubleshooting and resolving computer and application issues. The role involves logging problems, maintaining knowledge of the operating environment, and ensuring adherence to IT policies. The analyst must be an excellent communicator, able to explain technical details clearly and work effectively in a fast-paced environment.

Location: Washington, District of Columbia, New Jersey, United States,

Responsibilities:

- Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and applications.
- Maintain a working knowledge of Help Desk and IT Operations procedures.
- Log all incoming problems and requests and actions taken to resolve them.
- Provide first response help desk support to all customers and users.
- Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.
- Provide support for business applications.
- Provide follow-up status to end-users in accordance with specified support policies and procedures.
- Ensure closed problems are adequately documented.

Required Skills & Certifications:

- Data entry (3 years)
- Experience using email (Outlook) (2 years)
- Experience working in a position requiring calm demeanor when dealing with upset users (2 years)

Preferred Skills & Certifications:

- 2-year college degree or equivalent technical study
- Knowledge of Microsoft Windows Server, Active Directory, and Office 365
- Experience using Microsoft Excel (1 year)
- Experience using Microsoft Word (1 year)
- Experience using Microsoft Visio (1 year)
- Good communication skills (verbal and written)

Special Considerations:

- Hybrid work model: Requires both remote work and on-site presence.
- Fingerprinting required on-site prior to start.
- All training will be conducted on premises.
- Absences greater than two weeks must be approved in advance.
- One-hour unpaid lunch.

Scheduling:
- Monday - Friday, 8:00 am to 4:00 pm (35-hour workweek)
- One day remote: Tuesday, Wednesday, or Thursday.