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Help Desk Analyst

Help Desk Analyst

Washington, D.C.

U.S. Citizen Required - Clearable to Public Trust

PRINCIPAL DUTIES AND RESPONSIBILITIES (Essential Job Functions)

  • Assist customers and management in resolving technical problems on an emergency basis.
  • Provide ongoing technical support using a variety of systems and software.
  • Provide support regarding supported software, including messaging client software, word processors, web browsers, anti-virus software, and other developed applications.
  • Provide support for application software installation and use.
  • Act as an advocate for the office in the resolution of any and all computer-related problems or issues.
  • Assist in the delivery, installation, and use of systems and services, (e.g., Washington to district office connectivity, Internet, remote access, etc.).
  • Provide Desktop/Laptop Imaging and/or Re-Imaging support
  • Provide Hardware/Software Installation and Setup support.
  • Provide Mobile Device Support.
  • Assist in developing user documentation/installation procedures.
  • Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution.
  • Perform other official duties as assigned.

 MINIMUM REQUIREMENTS:

  • 3 years minimum experience in IT call center environment
  • 3 years minimum experience with Microsoft Windows and Office
  • 3 years minimum experience supporting Mobile devices IOS, Android, Blackberry
  • 1-year minimum experience with MAC OS
  • 1-year minimum experience supporting clients using remote access software
  • 1-year minimum experience supporting remote connectivity (VPN)
  • Must have excellent written and verbal communication skills
  • Related IT certifications preferred but not required
  • Related College degree preferred but not required
  • ITIL v3 Certification required (within 90 days of employment)
  • Microsoft Certification required (within 90 days of employment)

Ability to obtain or maintain a government security clearance desired. Applicants selected for this position will be subject to a government security investigation and must meet eligibility requirements for access to classified information.  

 

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