The Help Desk Analyst provides first-response support to customers, troubleshooting and resolving computer and application issues. The role requires excellent communication skills to explain technical details to end-users in an understandable manner. The analyst will log problems, provide follow-up, and ensure adequate documentation while adhering to established IT policies and procedures.
Location:Washington, District of Columbia, 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:
- 3 years of data entry experience
- 2 years of experience using email (Outlook)
- 2 years of experience working in a position requiring a calm demeanor when dealing with upset users
- Microsoft Windows 10
Preferred Skills & Certifications:
- 2-year college degree or equivalent technical study
- Knowledge of Microsoft Windows Server, Active Directory, and Office 365
- 1 year of experience with MS Excel
- 1 year of experience with MS Word
- 1 year of experience with MS Visio
Special Considerations:
- Hybrid work model: Requires both remote and on-site work.
- 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.
- All training will be conducted on premises.
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