Help Desk Analyst

Systems Engineering Solutions Corporation

Alexandria, VA, USA

Published: 6/14/2022

Technology

Full Time

Job Description

Years of Experience: 0 - 2 years of experience

Education Requirements: Associate’s degree in IT, Computer Science, or related discipline

Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description: Responds to end-user requests for technical assistance by phone, email, or ServiceNow system.

Responsibilities:

· Serve as the initial point of contact for users needing technical assistance

· Diagnose and resolve common issues with hardware, software, and networks

· Perform remote troubleshooting, documenting issues and solutions

Escalates more complex problems to higher support levels

Requirements

Required Skills:

· Associate’s degree in IT, Computer Science, or related discipline or two additional years of experience if no degree

· Public trust security clearance

Preferred Skills

· CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred

Soft Skills:

· Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.

· Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.

· Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.

· Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.

· Results oriented: Able to drive things forward regardless of personal interest in the task.

Benefits

SES provides a competitive salary and the following benefits:

Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance