Job Description
Job DescriptionWe are looking for a skilled and customer-focused Help Desk Analyst I to join our team in Reston, Virginia. In this role, you will provide essential technical support, addressing hardware and software issues while ensuring seamless day-to-day operations. This is a long-term contract position offering an excellent opportunity to grow your expertise in IT support within the non-profit industry.
Responsibilities:
• Manage incoming support tickets, resolving hardware and software issues efficiently to minimize downtime.
• Perform basic troubleshooting for network connectivity, including Wi-Fi issues.
• Reset user passwords and maintain access controls using Active Directory.
• Triage complex technical problems and escalate them to the appropriate team for resolution.
• Deliver exceptional customer service by effectively communicating solutions and updates to end users.
• Document solutions and resolutions for future reference and knowledge sharing.
• Participate in regular system maintenance tasks to ensure optimal performance.
• Collaborate with team members to improve support workflows and processes.
• Stay up-to-date with emerging technologies to enhance problem-solving capabilities.• Proficiency in Active Directory for managing user accounts and access controls.
• Experience handling support tickets and resolving technical issues promptly.
• Familiarity with basic network troubleshooting, including Wi-Fi connectivity issues.
• Strong problem-solving skills with the ability to triage and escalate complex tasks.
• Excellent communication skills to provide clear instructions and updates to users.
• Ability to work collaboratively in a team-oriented environment.
• Knowledge of hardware and software maintenance practices.
• Prior experience in a help desk or IT support role is preferred.