Job Description

Work Experience:
• Client is seeking a Help Desk/Desktop Support Analyst with strong Help Desk Support experience to serve as part of a Tier 1 organization.
• The hours of service will be on the Help Desk's 1st Shift from 7am to 330pm.
• The successful candidate for this position is eligible to work over 40 hours a week, as required by the Shift Supervisor.
• The client will only consider candidates who can work those designated hours.
• The candidate should demonstrate strong technical knowledge and experience with Microsoft Outlook 2016, Exchange Online, Office 2016, Excel, Active Directory, O365, Teams, SharePoint/OneDrive, Client Desktops/Laptops/Tablets, Dell Desktops/Laptops/Tablets and Microsoft Windows 7.x, 8.x and 10.
• The successful candidate will be expected to interface with internal customers and various technical support teams. The demonstrated ability to follow standard operating procedures and processes is essential.
Technical Skills:
The contractor is required have:
• t least Seven years of overall IT experience, including a minimum of Five years of experience providing general help desk support with working knowledge of opening and maintaining help desk cases using IT Service Management (ITSM) tools such as ServiceNow.
• t least Two years' experience in desktop/laptop troubleshooting, IT systems monitoring, operations support, call center.
• Excellent written and oral communications are required as this position will interface with clients via voice, e-mail, and instant messaging.
• Demonstrated ability to concisely summarize and document client issues is required.
• t least five years supporting Microsoft Windows 7, 8 and 10, Microsoft Office (2013, 2016 and O365), and Microsoft Outlook.
• Strong Level 1 network and VPN diagnosis and troubleshooting skills. 6. Knowledge of AirWatch, iPhone or similar smart phone enterprise support, SharePoint Admin.
• Demonstrated analytical and problem-solving skills. 8. Strong interpersonal and communication skills who can work with people at various levels of the organization.
• 9. Familiar with maintaining documentation and communication via Microsoft Office solutions such as SharePoint, Excel, Word and Outlook. Advanced skills in Excel is a plus.

Education:
• BS/BA in Information Systems,Computer Science or related field HIGHLY DESIRABLE
• HDI or SDI Certification is PREFERABLE *** This position may require weekend and/or overtime work.
• The position is classified as 'Essential Personnel' requiring some onsite work attendance on client-designated holidays and days when the is Closed.
• The Primary Place of Performance is Washington DC Metro Campus' New York Avenue facility.
• The Secondary Place of Performance is the facility in Baltimore, MD and Richmond, VA during contingency events.
• hybrid work arrangement with a mix of on-site (2-3days per week) and remote work.
• The contractor may be tasked to perform Supervisory or Lead Analyst roles as delegated by the Help Desk Manager or Supervisor.