Job Description

This Help Desk Analyst position requires 5+ years of field experience providing technical support to users experiencing issues with computer software, hardware, and operating systems. The role involves troubleshooting problems, escalating issues as needed, and participating in infrastructure projects. Approximately 25% of the time will be spent on field/project activities. The analyst will also provide hands-on assistance, investigate and resolve computer software and hardware problems, and serve as a level 1 contact for support.

Location: Washington, District of Columbia, Pennsylvania, United States

Responsibilities:

- Analyze and troubleshoot computer support problems.
- Apply understanding of computer software and hardware products and services to resolve user problems.
- Provide hands-on technical assistance to business and technical users.
- Investigate and resolve computer software and hardware problems.
- Serve as a contact for level 1 support.
- Assist users experiencing issues with computer software, hardware, and operating systems.
- Escalate issues as necessary.
- Determine if issues are caused by hardware, software, or system.
- Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
- Participate in infrastructure projects (OS upgrades, asset renewals, application rollouts).
- Receive calls and emails from users experiencing problems.
- Discern the nature of problems and determine root causes (hardware, software, etc.).
- Log problems in a tracking system.
- Escalate problems according to defined procedures.
- Assist users through problem-solving steps.
- Use technical databases to research problems.
- Collaborate with coworkers to research and find solutions.
- Test software and hardware for troubleshooting and problem resolution.
- Diagnose and repair equipment errors.
- Use reference publications and diagnostic aids to resolve problems.
- Assist in coordinating changes, upgrades, and new products.
- Provide accurate and complete answers to questions.
- Support shared software (operating systems, configuration management tools, etc.).
- Communicate accurate status updates.
- Manage and report time spent on all work activities.
- Follow quality standards.
- Work in a team environment.
- Complete assigned tasks.

Required Skills & Certifications:

- 5+ years of field experience.
- Excellent verbal and written communication skills.
- Ability to work both independently and in a team environment.
- Customer service mindset.
- Microsoft 365/Windows OS (Windows 10 & 11).
- Microsoft Edge support.
- Microsoft SharePoint Online experience.
- Personal Computer (desktop, laptop, mobile devices) support.
- Network Printers support.
- Microsoft Access & PowerPoint 365.
- Google Chrome and Mozilla Firefox.
- PowerShell.
- Microsoft Dynamics 365 Customer Service.
- Active Directory.
- Windows Hello for Business.
- Windows Server.
- Microsoft Configuration Manager (SCCM).
- Networking (wired and wireless).
- Network Security concepts.

Preferred Skills & Certifications:

- Microsoft Certifications

Special Considerations:

- Initial virtual interview via video-enabled platform required.
- Mandatory in-person interview required.
- Compliant PATCH background check required.
- Position PO runs through 12/31/25, likely extending in 6-month increments.
- Free parking available.

Scheduling:

- 40 hours per week. Specific shift details not provided.

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